CUSTOMER SUCCESS SPECIALIST

Workai; Białystok; On-site; PLN 38,000 - 60,000; Full time

Benefits offered by this job

On-site office in Białystok

Medicover health insurance

Multisport membership

Professional development opportunities

Job summary

Workai is seeking a Customer Success Specialist to own a portfolio of Clients, enabling onboarding, product adoption, and platform growth. You will partner with customers, coordinate onboarding and training, and contribute to CS best practices and materials.

You will build long-term partnerships, manage relationships, and collaborate with product and support teams to drive client satisfaction and renewal opportunities.

Qualifications

• 2+ years in Customer Success or similar role.
• Ability to manage relationships and build long-term partnerships.
• Translate customer needs into practical solutions and next steps.
• Confident communication with customers; lead discussions on results and priorities.
• Experience creating customer-focused documentation and materials.

Responsibilities

• Manage a portfolio of mid-market Clients; nurture long-term partnerships.
• Own onboarding, product adoption, and platform growth with customers.
• Lead status meetings, trainings, and ongoing communications.
• Monitor customer satisfaction, engagement, and risks; respond proactively.
• Identify opportunities to expand cooperation and drive adoption; support renewals.

Skills

Customer relationships

Onboarding

Communication

Cross-team collaboration

Documentation

Tools

HubSpot

Canva

Figma

Synthesia

Job description

Customer Success Specialist

We are looking for a Customer Success Specialist to join our CS team and take independent ownership of a portfolio of Clients.

In this role, you will combine product knowledge with business thinking – acting as a trusted partner for Customers during onboarding, product adoption, and platform growth, while also contributing to best practices and materials within the Customer Success team.

We build innovative digital products for the modern workplace in the Cloud, and we need your help!

Workai is an AI-powered Employee Experience Platform used by enterprises like Żabka, PKO Bank Polski, T-Mobile, Decathlon, and Deutsche Vermögensberatung (DVAG). We help large organizations transform their internal communication, knowledge sharing, and employee engagement.

Responsibilities

Customer relationship management and growth:

Onboarding And Implementations

• managing relationships with mid-market Customers and building long-term partnerships,
• acting as the first point of contact for Customers and ensuring a high level of satisfaction,
• conducting status meetings, training sessions, and ongoing communication with Customers,
• monitoring Customer needs, satisfaction, and engagement, analyzing feedback, and proactively responding to potential risks,
• identifying opportunities to expand cooperation and increase platform adoption,
• documenting cooperation progress, arrangements, and key Customer-related information,
• supporting the renewal process and activities related to Customer growth.
• co‑leading Customer onboarding processes – both in terms of training and implementation project coordination,
• planning, delegating, and coordinating tasks carried out by internal and external teams, as well as verifying results.

Support And Cross-team Collaboration

• supporting the first-line support team with more complex Customer issues and topics,
• cooperating with product, support, and development teams while providing Customer feedback and suggesting improvements.

Documentation And Materials

• creating, developing, and updating onboarding documentation and best practices,
• preparing materials supporting platform usage, such as instructions, guides, presentations, and tutorials,
• co‑creating materials and standards supporting the work of the Customer Success team.

We Are Looking For You If

• you have at least 2 years of experience in the Customer Success field,
• you can independently manage Customer relationships and build long-term partnerships,
• you are able to analyze Customer needs and problems and translate them into practical solutions
• you communicate confidently with Customers and can lead conversations regarding results, priorities, and next steps,
• you understand the basic concepts related to Customer Success,
• you have experience creating documentation and educational materials for Customers (e.g., instructions, presentations, guides),
• you can coordinate onboarding-related activities and collaborate with different teams,
• you are highly organized, responsible, and able to prioritize tasks effectively,
• you are fluent in Polish and comfortable communicating in English, both spoken and written,
• you are proactive and willing to suggest process and product improvements.

Nice To Have

• experience conducting Customer training sessions, workshops, or webinars,
• familiarity with tools such as HubSpot, Canva, Figma, or Synthesia,
• experience in internal communication, employee engagement, or HR-related areas.

We Offer

• cooperation based on an employment contract or B2B contract – the choice is yours,
• on-site work from our office in Białystok, Monday to Friday, 8:00–16:00,
• full support during the onboarding process – we’ll guide you step by step through the product, processes, and tools we use,
• the opportunity to work with well-known clients from various industries, including Żabka, PKO BP, T-Mobile, Decathlon, and Canal+,
• a real impact on the development of client relationships and Customer Success processes,
• opportunities for professional development,
• access to modern tools supporting everyday work, including AI tools,
• employee benefits fully covered by the company (Medicover, Multisport).