Customer Success Specialist

SmartWinnr; United States; Remote; USD 65,000 - 95,000; Full time

Benefits offered by this job

Remote-first work environment

Competitive compensation

Work with leading enterprise customers

Hands-on exposure to enterprise SaaS

Job summary

SmartWinnr, Inc. is seeking a Customer Success Specialist to support and grow enterprise relationships in the US. The role focuses on onboarding, adoption, and value realization for life sciences and regulated industries, working hands-on with Sales, Product, and Support teams.

You will manage onboarding, track adoption, and drive customer success across multiple stakeholders, coordinating timelines and deliverables in a fast-paced SaaS environment. Remote-first with flexible schedules.

Qualifications

• Bachelor’s degree in Science, Engineering, Technology, or related field.
• 3–6+ years in Customer Success, Account Support, Project Coordination, or client-facing roles.
• Experience in AI is a distinct advantage.
• 2–3 years of project management experience.
• Experience in supporting B2B enterprise customers in SaaS or technology-enabled environments.
• Exposure to regulated industries is a plus but not required.
• Strong written and verbal communication skills.
• Comfortable working with multiple customer stakeholders.
• Detail-oriented with a customer-first mindset.
• Ability to explain technical concepts clearly to non-technical users.
• Hands-on project coordination experience with timelines and tasks.
• Comfortable managing multiple workstreams simultaneously.
• Familiarity with basic project management methodologies or tools.
• Nice to Have: experience in high-growth or early-stage SaaS environments.
• Exposure to sales enablement, training platforms, or learning technologies.
• Interest in AI-powered or data-driven products.
• Project management certification or formal training.

Responsibilities

• Serve as a day-to-day point of contact for assigned enterprise customers.
• Support onboarding, configuration, and rollout activities.
• Conduct regular check-ins to ensure adoption, usage, and satisfaction.
• Help customers understand and use the product effectively to achieve objectives.
• Track adoption metrics and surface risks or improvement opportunities.
• Support business reviews and value discussions with customer stakeholders.
• Coordinate customer implementations, timelines, and deliverables.
• Draft and manage project documentation including scopes of work and rollout plans.
• Work with internal teams to resolve issues and ensure timely delivery.
• Partner with Sales during handoffs and ongoing account support.
• Collaborate with Product and Support teams to address customer needs and feedback.
• Escalate issues appropriately and drive resolution.
• Capture and document customer feedback, questions, and feature requests.
• Represent the customer voice internally.

Skills

Customer Success

Account Management

Project Coordination

SaaS

B2B Enterprise

AI Awareness

Strong Communication

Stakeholder Management

Attention to Detail

Technical Translation

Project Coordination

Multi-Workstreams

PM Tools

PM Certification

Education

Bachelor’s degree in Science/Engineering/Technology

Job description

SmartWinnr is a leading global platform that uses gamification to enhance knowledge management and performance optimization for distributed sales teams. The platform serves Fortune 500 clients including Boston Scientific, Johnson & Johnson, and AstraZeneca, along with other major companies such as Abbott, Medtronic, HDFC Life, SBI Life, ICICI Prudential, and Aditya Birla to boost sales productivity. SmartWinnr has earned recognition from G2 as one of the top 50 sales products for two consecutive years, based on authentic customer reviews and feedback.

Role Description:

We are hiring a Customer Success Specialist to support and grow enterprise customer relationships in the US market, with an initialfocus on life sciences and other regulated industries. This role is hands‑on andexecution-focused. You will work closely with customers to support onboarding, adoption, and ongoing success, while partnering internally with Sales, Product, and Support teams. This is anindividual-contributorrole and is ideal for someone who enjoys working closely with customers, managing projects, and ensuring consistent delivery and value realization.

Whatyou’llDo:

• Customer Engagement & SupportServe as a day-to-day point of contact for assigned enterprise customers
• Support customer onboarding, configuration, and rollout activities
• Conduct regular check-ins to ensure adoption, usage, and satisfaction
• Adoption & Value EnablementHelp customers understand and useSmartWinnreffectively to achieve their objectives
• Track adoption metrics and surface risks or improvement opportunities
• Support business reviews and value discussions with customer stakeholders
• Project Coordination & DeliveryCoordinate customer implementations, timelines, and deliverables
• Assistin drafting and managing project documentation, including scopes of work and rollout plans
• Work with internal teams to resolve issues and ensuretimelydelivery
• Cross-Functional CollaborationPartner with Sales during handoffs and ongoing account support
• Collaborate with Product and Support teams to address customer needs and feedback
• Escalate issues appropriately and help drive resolution
• Customer FeedbackCapture and document customer feedback, questions, and feature requests
• Helprepresentthe customer voice internally

WhatWe’reLooking For

• Education- Bachelor’s degree in Science, Engineering, Technology, or a related field required
• Experience -3–6+ years in Customer Success, Account Support, Project Coordination, or Client-Facing roles
• Experience in AI is a distinct advantage
• 2-3 years of project management experience
• Experience supporting B2B enterprise customers in SaaS or technology-enabled environments
• Exposure to regulated industries (life sciences, healthcare, financial services, etc.) is a plus, but notrequired
• Customer Success & Communication SkillsStrong written and verbal communication skills
• Comfortable working with multiple customer stakeholders
• Detail-oriented with a customer-first mindset
• Ability to explain technical concepts clearly to non-technical users
• Project Management & ExecutionHands-on project coordination experience, including timelines and task tracking
• Comfortable managing multiple workstreams simultaneously
• Familiarity with basic project management methodologies or tools
• Nice to HaveExperience in high-growth or early-stage SaaS environments
• Exposure to sales enablement, training platforms, or learning technologies
• Interest in AI-powered or data-driven products
• Project management certification or formal training

What We Offer

• Competitive compensation aligned with experience
• Remote-first work environment with flexibility and accountability
• Opportunity to work with leading enterprise customers
• Hands-on exposure to enterprise SaaS operations and customer success best practices
• Collaborative culture focused on learning, ownership, and continuous improvement