Customer Success Specialist

illumine; Bengaluru; On-site; INR 420,000 - 660,000; Full time

Benefits offered by this job

Collaborative workspace

Growth opportunities

Impact and recognition

Supportive team environment

Job summary

Illumine is seeking a Customer Success Specialist to lead onboarding, training, and post-sales support for SaaS customers in a fast-paced environment. You will guide new clients through the onboarding journey, deliver comprehensive training, monitor usage, and engage proactively to ensure customers get maximum value from Illumine’s platform.

Ideal candidates have 1–2 years of experience in customer-facing roles, especially with U.S. or international clients, and strong English communication.

Qualifications

• 1–2 years of experience in customer success, onboarding, or customer support.
• Experience supporting U.S. or international clients is a plus.
• Excellent English communication, both written and verbal.
• Professionalism, patience, and a customer-first mindset.
• Proficient with CRM, support tools, and ticketing systems.
• Microsoft Excel proficiency to analyze client data.
• Ability to manage multiple client interactions in a fast-paced environment.
• Willingness to work night shifts and occasional weekends as required.
• Experience in SaaS, EdTech, or tech-based product support is preferred.

Responsibilities

• Conduct onboarding and training sessions for new clients post-sales.
• Provide ongoing support, resolving operational or technical queries promptly.
• Ensure client accounts are active and engaged with platform features.
• Monitor account activity and flag inactivity or dissatisfaction to mitigate churn risk.
• Troubleshoot issues and communicate resolutions clearly.
• Collaborate with product, engineering, and sales teams to close feedback loops.
• Maintain detailed documentation of customer interactions and recurring issues.
• Be available for urgent client needs during night shifts or weekends when required.

Skills

Customer success

Onboarding

CRM tools

Excel

English communication

Multitasking

Night shifts

SaaS/EdTech experience

Job description

Illumine is a leading childcare management platform that simplifies administrative and communication tasks for preschools and daycare centers. By integrating features like attendance tracking, billing, parent communication, and lesson planning into a single intuitive interface, Illumine empowers educators to focus on nurturing young minds.

Headquartered in the United States, Illumine has a growing international footprint with operations in Bengaluru (India), the UAE, Singapore, and Malaysia. With a strong commitment to innovation and a user-first approach, Illumine is transforming early education through smart technology and seamless digital experiences

Your Role in Our Story

We are seeking a Customer Success Specialist with 1 to 2 years of professional experience in customer-facing roles, ideally within SaaS or tech-based industries. This is a post-sales role involving a mix of onboarding, customer training, real-time support, and account health monitoring.

You will be responsible for guiding new clients through the onboarding process, delivering comprehensive training, and supporting them post-implementation. Your role will also include monitoring usage, proactively engaging with customers to ensure they are getting maximum value from the platform, and identifying any accounts that may be at risk of churn.

This position is ideal for someone who is proactive, professional, and has prior experience working with U.S. clients. The role requires night shift availability and a willingness to occasionally extend hours or work on weekends, if necessary, to ensure high-quality customer experience.

• Conduct onboarding and training sessions for new clients post-sales.
• Offer ongoing support to customers, resolving operational or technical queries promptly and effectively.
• Ensure client accounts are actively used and that customers are engaged with the platform features.
• Monitor account activity and highlight any signs of inactivity or dissatisfaction to mitigate churn risk.
• Troubleshoot issues and communicate resolutions clearly and professionally.
• Collaborate with internal teams - product, engineering, and sales, to close feedback loops and improve user experience.
• Maintain detailed documentation of customer interactions and recurring issues
• Be available to to urgent client needs during night shifts or weekends if required

We’d Love to See you superpowers

• 1 to 2 years of experience in customer success, onboarding, or customer support roles—please apply only if your experience aligns.
• Prior experience supporting U.S. or international clients.
• Excellent English communication skills—written and verbal.
• Strong professionalism, patience, and a customer-first mindset.
• Proficient with CRM, support tools, and ticketing systems.
• Good with Microsoft Excel—able to manage and analyze client data as needed.
• Ability to manage multiple client interactions in a fast-paced environment.
• Willingness to work night shifts and occasionally during weekends as per business needs.
• Experience in SaaS, EdTech, or a tech-based product support environment is preferred.

Powered by People, Backed by Perks

• Collaborative and inclusive workspace
• Opportunities for Growth & Impact
• Enjoy opportunities to grow and make a real impact on our brand.
• Work in a supportive environment where your ideas and skills are valued.