Mission — Why We Need You

VisualCron is a powerful, multi-functional IT automation platform built for systems administrators and IT operations teams at small and mid-sized businesses. Customers who stay and engage grow significantly — our Net Revenue Retention tells that story clearly. Sustaining and accelerating that growth requires dedicated, proactive customer success: someone who monitors the health of the customer base, responds to needs quickly, and builds the systems and tools that make great experiences scalable and repeatable.

At Continuous, we make complex simple for financial institutions, and VisualCron makes complex automation simple for the IT professionals who power businesses every day. Customer success is this role’s primary domain, and it’s one of the most important domains we have. This is an opportunity to be part of our momentum from the ground up.

Objectives — The Problems You’ll Solve

As the Customer Success & Growth Specialist, you will focus on the following:

Support Queue Management: You own the inbound sales support ticket queue. That means maintaining response time standards, ensuring resolution quality, and keeping open tickets to a minimum. You’ll work predominantly through email and digital channels, maintaining accurate, up-to-date account records in Salesforce and our internal CRM.

AI Workflow Deployment & Optimization: This is where you build leverage. You’ll deploy and manage AI agent workflows to automate resolution of high-volume, routine support categories. But deployment is just the beginning. You’ll evaluate workflow performance, identify gaps in automated resolution, and collaborate iteratively to expand automation coverage over time. The goal isn’t just a faster queue; it’s a smarter one.

Account Health & Retention: You’ll monitor account health signals and proactively flag risk before it escalates. You’ll contribute to retention reporting and surface recurring themes, product gaps, and friction points internally.

Customer Onboarding: You’ll own the post-sale onboarding experience for new VisualCron customers, ensuring they’re set up for early success with the platform.

Expansion & Upsell Identification: You’ll monitor for signals that a customer is ready to grow. When you identify expansion or upsell opportunities within the existing base, you’ll route qualified conversations to the appropriate sales resources.

You’ll partner closely with the Head of VisualCron, the GTM Lead, and the broader Continuous team. From time to time, you’ll also contribute to GTM projects outside your day-to-day scope.

How You’ll Get There

In your first 6 weeks — Learn the landscape, earn your footing:

• Get deeply familiar with VisualCron: the product, the customer base, the ICP (systems administrators and IT ops at SMEs), and the most common support categories and pain points
• Audit the current state of the support queue, including volume, ticket types, response patterns, and existing workflows
• Get up to speed on how accounts are structured, how health is tracked, and how the queue is managed today
• Begin taking ownership of queue response, working toward hitting response time and resolution quality benchmarks

In your first 3 months — Own the queue, deploy the tools:

• Take full ownership of the inbound support queue
• Deploy your first AI agent workflow for routine ticket categories and begin tracking automation coverage and deflection rates
• Document current-state support processes and begin building SOPs that create consistency and scalability
• Establish your baseline account health monitoring practice — know which accounts need attention and why
• Stand up and begin improving the onboarding experience for new customers, leveraging and refining existing resources
• Present an early view of support trends, common friction points, and automation opportunities

Within 9 months — Drive outcomes, build the system:

• Demonstrate measurable contribution to VisualCron’s retention goals through proactive account health monitoring and early churn intervention
• Expand AI automation coverage across multiple support categories, with documented performance improvements over time
• Be recognized as the go-to source for customer insights — the person whose read on the customer base informs product, GTM, and retention decisions
• Have a library of onboarding resources and help documentation that enables a truly self-serve customer experience
• Actively surface expansion and upsell signals, routing or developing opportunities that contribute to revenue growth

Competencies — What We’re Looking For

Customer Obsession: You’re driven by the customer’s outcome, not just the ticket closure. You respond quickly, communicate clearly, and follow through consistently in a high-volume, primarily digital environment. You understand that in a self-serve SaaS model, the quality and speed of digital interactions is the customer experience — and you hold yourself to a high standard on both.

AI Enthusiasm & Adaptability: You’re genuinely excited about incorporating AI into your workflows, and you bring curiosity and initiative to learning how automation can make you more effective. You don’t need to be an AI expert; you do need to be someone who leans in, iterates eagerly, and helps make the tools better over time through observation and collaboration.

Systems Thinking: You build things that scale. When you solve a problem once, you document the solution so it doesn’t have to be solved again. You identify repetitive workflows, create reusable resources, and contribute to operational infrastructure that lets a small team punch above its weight.

Analytical Mindset: You’re comfortable interpreting basic usage and engagement data to identify at-risk accounts, spot trends, and surface actionable insights. You track the metrics that matter and you use them to make smarter decisions and sharper recommendations.

Adaptability & Ownership: You thrive in motion. You shift fluidly between customer-facing and operational responsibilities as business needs change, and you bring the same energy and ownership to whatever’s in front of you.

Clear, Professional Communication: You communicate with clarity, warmth, and consistency across email and in-app channels, and you know how to explain technical topics in plain language to a technically sophisticated audience.

What’s In It For You?

At Continuous, we practice what we preach — our total rewards reflect our commitment to our people:

• A remote-first environment – Work from wherever you thrive in the contiguous U.S.
• Everything you need to succeed – Mac or Dell laptop, $100/month connectivity stipend, monitors, and a $250 setup allowance
• Comprehensive health coverage – 100% company-paid medical, dental, and vision for you and your family, plus $1,800 annual HSA contribution
• Financial protection – 100% company-paid LTD, AD&D, and life insurance
• True flexibility – Flexible PTO and working hours that respect your life outside of work
• Time to recharge – 11 paid holidays plus two Wellness Days
• Investment in your growth – $2,500 annual professional development stipend

How We Work — Our Core Values

Be Kind — We are kind and helpful. We care and act with empathy. We take care of ourselves, each other, and our customers. We understand boundaries. We believe clear is kind. We exhibit healthy behaviors and are self-aware.

Be Authentic — We are genuine. We are real. No pretenses. We know ourselves and celebrate our differences of thoughts, ideas, and skills. We show our true self — our whole self — every day. We unlock our teams’ potential by unlocking our own and each other’s potential. There is only one you and we want to see YOU every day.

Be Collaborative — We unite for a common cause. We are in pursuit of the best idea — not our own idea. As a remote company, we must collaborate and communicate to make a difference — an impact. We do this for our teams and for our customers.

Be Determined — Giving up is not in our nature. We are smart people who solve tough problems. We have a bias toward action. We strive for great outcomes. We achieve our goals. We deliver success for customers, ourselves, and each other.

Work Environment and Physical Requirements

This is a remote position performed primarily in a home office setting. The role involves extended computer use and virtual collaboration.

EEO/AAP Statement

Unisoft International, Inc. dba Continuous is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

If you require a reasonable accommodation, contact 281-348-9606 or recruiting@smatechnologies.com.

Security Notice: Continuous will never ask for money or payment during hiring. If someone claiming to represent us requests payment, it is a scam.