Global Customer Success & Adoption Lead

Siri InfoSolutions Inc; Milford (OH); On-site; USD 55,000 - 90,000; Full time

Job summary

Siri InfoSolutions Inc in Milford, OH is seeking a Customer Success Guide/Agent with 2–4 years of experience to deliver exceptional customer experiences. You will handle inquiries across voice, chat, and email, onboarding and product adoption, and drive adoption of enterprise software while maintaining high satisfaction.

The role emphasizes structured problem solving, effective communication, and the ability to translate technical concepts for non-technical audiences.

Qualifications

• Graduate degree or equivalent practical experience in customer success, customer support, or a related field.
• Undergraduate degree with minimum 18 months of relevant experience also considered.
• English: CEFR B2 or higher (mandatory); C1 preferred
• Strong customer centric mindset with high ownership

Responsibilities

• Serve as the first point of contact for customer inquiries across voice, chat, and email channels.
• Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.
• Support customers with onboarding, service activation, and ongoing product adoption.
• Provide guidance on account access, subscription plans, licenses, upgrades, downgrades, and add on features.
• Capture and relay customer feedback, feature requests, and recurring issues to internal teams.
• Identify opportunities to improve customer satisfaction, retention, and product usage.
• Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.
• Participate in consultative conversations aligned to customer goals and outcomes.

Skills

Customer-centric mindset

Communication skills

Plain-English explanations

Analytical thinking

Problem solving

Education

Graduate degree or equivalent in customer success/support

Undergraduate degree with 18 months relevant experience

Tools

ServiceNow

Job description

Siri InfoSolutions Inc in Milford, OH is seeking a Customer Success Guide/Agent with 2–4 years of experience to deliver exceptional customer experiences. You will handle inquiries across voice, chat, and email, onboarding and product adoption, and drive adoption of enterprise software while maintaining high satisfaction.

The role emphasizes structured problem solving, effective communication, and the ability to translate technical concepts for non-technical audiences.