Customer Success Specialist

Copper; United States; Remote; USD 70,000 - 85,000; Full time

Job summary

Copper is seeking a Customer Success professional to support its clients in navigating the platform. The role involves driving customer adoption and retention strategies, ensuring customer satisfaction, and acting as a consultant through onboarding processes. We're looking for someone with 2-3 years of experience in a SaaS environment and a passion for exceeding customer expectations while working remotely.

Benefits

Unlimited vacation

Flexible fully remote work hours

Comprehensive benefits

Generous stock options

Maternity/paternity top-up

Monthly internet and cell phone allowance

Qualifications

• 2-3 years experience in customer-facing roles like customer success or onboarding in SaaS.
• Experience with discovery and problem identification based on customer needs.
• Excellent communication skills to address complex business issues.

Responsibilities

• Support a segment of customers and drive success through workflow mapping.
• Partner with Account Management to identify subscription expansion opportunities.
• Facilitate onboarding sessions and proactive outreach to new customers.

Skills

Communication

Problem Identification

Issue Resolution

Empathy

Meeting KPIs

Education

Bachelor's Degree

Job description

Copper is the client and project management platform purpose-built for professional services businesses. Think marketing and creative agencies, consultancies, media firms, and other project-based teams that run on relationships, not transactions.

These businesses don’t follow simple, linear sales cycles. Their work is complex, collaborative, and ongoing. They’re constantly moving between pitching new clients, managing active engagements, and delivering on tight timelines. Yet most CRMs ignore this reality - forcing sales and delivery teams into siloed tools that don’t talk to each other.

That’s the gap we’re closing. Copper helps service-based teams manage the entire customer journey in one beautifully designed, Google Workspace-native platform - from first email to final deliverable. With a shared view of contacts, deals, tasks, and projects, our customers eliminate duplicate work, reduce handoff issues, and create consistently excellent client experiences.

Thousands of professional services firms trust Copper to keep their client work on track and we’re just getting started. Backed by $100 million in funding and growing fast, we’re building the modern operating system for relationship-led businesses.

We are growing our Customer Success team to help deliver on the value of Copper, but we’re doing it with the future of Customer Success in mind. By building a thoughtful customer journey map, strategic touch points, and a scalable process that puts the customer at the center of everything, while innovating on the standard high touch model. This will all be accomplished while embodying our core company values: delivering amazing experiences for our customers, being ambitious, and working as a team. This is an exciting time for a driven individual that has what it takes to win. Are you that person?

What you’ll do…

• Support a segment of our customer based, correlated to strategic initiatives
• Act as a consultant in order to drive success and adoption conversations with our customers through discovery, workflow mapping, and feature training
• Use outcome KPIs to work competitively within the cohort of supported customers, managing inbound opportunities
• Influence monthly to annual subscription conversions
• Allocate a portion of time to proactive outreach, facilitating onboarding sessions to a segment of new customers, correlated to strategic initiatives
• Help define and develop strategies to increase key feature adoption, identify risk, and increase retention
• Partner with our Customer Success Manager to identify high risk or high potential customers in need of ongoing strategic support
• Partner with our Account Management Team to identify subscription tier and seat size expansion opportunities
• Function as the voice of the customer, sharing feedback with Product and Engineering to ensure the platform scales in our customers’ best interest, while keeping Go To Market Strategy in mind
• Become a subject matter expert on our product and our competition

What you’ll bring…

• 2-3 years relevant work experience in a customer-facing customer success, onboarding, account management or strategic consulting organization. SaaS experience is preferred
• Experience with discovery, problem identification, and application of solutions based on customer needs
• Excellent communication skills (written/verbal) that are leveraged to address complex business issues
• Experience based 'Issue Resolution' skills that facilitate dialogue across all levels of a business including the C-suite
• Demonstrable experience in meeting KPIs to achieve shared business goals
• Empathy and understanding of customer’s best interests to ensure their experience with Copper validates their CRM vendor choice
• Passion to exceed customer expectations while balancing the need to scale operations and resources
• Bachelor's Degree is required

Why work here?

• Comprehensive benefits and time-off/leave policies
• Unlimited vacation
• Flexible fully remote work hours
• Generous stock options
• Maternity/paternity top-up
• Monthly internet and cell phone allowance

The compensation range for this role is between $70,000 - $85,000 CAD depending on your experience, skills and qualifications. At Copper, we are committed to fair and equitable compensation practices that align with market standards.

Our teams are distributed across the UK, Canada and in the United States. We are remote first, and we are an equal-opportunity employer.

At Copper we are committed to building and empowering a diverse and inclusive environment. We recognize that diverse teams are strong teams, so we encourage people from all backgrounds to apply.

If this opportunity sounds interesting, apply today! We would like to hear from you.

How many years of work experience do you have in a customer support role within a SaaS organization?*

We are currently hiring in Canada. Do you currently reside and are you legally eligible to work in Canada without sponsorship?*