Customer Success Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

The Customer Success Specialist is a key player in ensuring a smooth and successful experience for new and existing URABLE subscribers. This role is primarily responsible for onboarding new users, guiding them through initial setup, and demonstrating the core capabilities of the system. By providing expert support, proactive engagement, and top-tier service, the Customer Success Specialist helps drive greater adoption and long-term customer success.
This position requires a customer-focused, tech-savvy individual who can effectively communicate, problem-solve, and create a seamless transition for businesses adopting URABLE.

The Customer Success Specialist reports to the Director of Customer Success and works closely with sales, technical support, and product development teams to ensure a world-class user experience.

Primary Responsibilities
New Customer Onboarding & Adoption
● Guide new URABLE subscribers through initial setup, configuration, and data migration from previous systems.
● Conduct one-on-one and group video call demos to help trial users understand URABLE’s core capabilities and best practices.
● Ensure smooth adoption of the system by providing step-by-step guidance and tailored recommendations based on customer needs.
● Monitor customer progress through onboarding and proactively reach out to assist with any obstacles.
Live Product Demonstrations
● Provide live demonstrations of URABLE’s key features for potential subscribers, helping them understand how the system can streamline their business operations.
● Highlight high-level features and benefits during video calls with trial users to drive engagement and retention.
● Address prospective questions and concerns, working in tandem with sales to support the conversion process.

Ongoing Customer Support & Troubleshooting
● Manage URABLE’s Live Chat system, responding promptly to customer inquiries and troubleshooting issues in real-time.
● Escalate technical issues to the development team when necessary and ensure proper follow-up with the customer.
● Maintain an organized knowledge base of frequent customer issues and solutions, continuously improving the support process.
Training & Educational Resources
● Create, update, and maintain training materials, user guides, and video tutorials to support customer learning and self-service.
● Regularly refine onboarding and training resources to reflect new features, best practices, and user feedback.
● Contribute to webinars, FAQs, and support articles to enhance the overall customer experience.
Customer Engagement & Retention
● Check in regularly with trial users to ensure ongoing engagement, answer questions, and encourage conversion.
● Track user activity and proactively reach out to customers who may need additional support to fully adopt URABLE.
● Gather feedback from new and existing users to help improve both customer success strategies and product development.

Key Skills & Qualifications
● 2+ years of experience in customer success, onboarding, or customer support, preferably in a SaaS or technology-driven environment.
● Strong ability to communicate technical concepts in a clear and accessible manner to non-technical users.
● Experience conducting live product demonstrations and video-based customer interactions.
● Proficiency in customer support tools, CRM systems, and live chat platforms.
● Excellent problem-solving skills with the ability to troubleshoot software-related issues efficiently.
● Detail-oriented with strong organizational skills for managing multiple customers at different stages of onboarding.
● Passion for helping customers succeed and a proactive approach to engagement and support.

Performance Metrics & Expectations
● Customer Onboarding Completion Rate – Ensure new subscribers successfully complete the onboarding process.
● Trial Conversion & Adoption – Increase trialist engagement and retention through proactive demos and support.
● Live Chat Response & Resolution Times – Maintain prompt and effective responses to customer inquiries.
● Customer Satisfaction (CSAT & NPS Scores) – Deliver high-quality service that enhances user experience.
● Training Material Quality & Engagement – Keep resources up to date and ensure high engagement with training content.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.