Customer Success Specialist (SaaS)

We built a project management platform specifically for construction companies, and our customer base in Asia is growing fast. Need someone who genuinely loves helping people succeed with software.

You will own the customer journey post-sale - onboarding new teams, teaching them how to get value from our platform, handling support tickets when they are stuck, and keeping an eye on account health so we catch problems early.

What you will actually do day-to-day:

• Jump on video calls with new customers to walk them through setup
• Answer support tickets via Intercom (technical + non-technical questions)
• Build help docs and video tutorials for common issues
• Monitor usage data to spot customers who might churn
• Check in proactively with accounts that look inactive
• Collect feedback and feature requests to pass to product team
• Sometimes hop on renewal calls to make sure customers are happy

What we need from you:

• Proven track record in customer success or support for SaaS products
• Extensive experience with Intercom or similar support platforms
• Comfortable doing screen shares and video training sessions
• Can explain technical concepts to non-technical users
• Proactive communicator who does not wait for problems to escalate
• Experience tracking customer health metrics and managing renewals
• Bonus: construction or field service industry knowledge