Support customers from onboarding through renewal in coordination with Digital, SMEs, and Business Development
Guide customers through setup, configuration, training, and early adoption
Provide structured engagement beyond the account manager or technical lead, including regular outreach, focus groups, virtual trainings, and webinars
Provide direct product support for key clients and escalated support as needed
Manage customer setup and configuration within ProtectAdvisr
Assist with data analysis, execution, and troubleshooting in collaboration with the Digital team
Learn how customers use ProtectAdvisr and identify opportunities for improvement
Gather and synthesize feedback into clear insights for the product team
Support the design, testing, and rollout of new features and product releases
Work closely with Digital, Operations, Business Development, and Marketing teams
Serve as a ProtectAdvisr Champion as the tool expands internally and globally
Help train and support internal staff and partners on product functionality and updates
Support product demos and early customer conversations
Provide real-world usage perspective to help position the product effectively
Contribute to defining and improving customer success processes as the product portfolio scales

U.S. citizenship (required due to project/client requirements)
Strong communication and relationship-building skills
Comfort working with both technical and non-technical audiences
Organized, proactive, and able to manage multiple priorities
Ability to work independently in a growing environment
Curiosity and willingness to learn new tools and workflows
Ability to synthesize conversations into clear takeaways and next steps.
Experience with SaaS or digital products (nice to have)
Exposure to onboarding, customer lifecycle management, or renewals (nice to have)

Customer Success Specialist, SaaS – Digital Products

Key skills