Customer Success Specialist (Mortgage SaaS

John Evans Recruiting is representing a mortgage SaaS organization in Baltimore in their search for a Customer Success Specialist.

This new role is needed to bridge technical product support and customer success work. This role will be a support role but will also drive revenue. This position will also link the Product Operations and Customer Success teams—helping them to communicate better and operate more efficiently together as two separate teams.

You do not need to be a technical wizard, but you do need to become proficient in how to use our client’s SaaS product. Two Technical Support Specialists will be your peers for escalated technical issues.

You do not need to be a hunter salesperson, but you do need to be willing to do outbound calling and email outreach to current customers to reawaken and reactivate their usage of our client’s platform to drive more revenue.

Job duties:

• Light technical support for SaaS product clients who need user activations, password resets, training, and basic troubleshooting.
• Monitoring of inbound ticketing and the Customer Success inbox for questions or technical issues from customers.
• Handling Tier 4 customers, who are the basic users/subscribers of the product.
• Outbound outreach to customers who have dropped in product usage to awaken users and drive more revenue.
• Building relationships with lower tier customers to enable Sr. Customer Success Managers to focus on larger customers requiring more white glove service.

Requirements:

• Experience supporting customers of a SaaS product.
• Customer success experience is highly desired.
• Aptitude to perform light technical support.
• Willingness to make outbound calls/send outbound emails up to 50% of your day.
• Ability to work in a Baltimore office 2 days a week (Tuesday-Thursday).