SaaS Customer Success & Growth Specialist

LiveChat, Inc.; United States; Hybrid; USD 90.000 - 120.000; Vollzeit

Zusammenfassung

Text is seeking a Product Expert to own the customer relationship from first contact through activation, purchase, and renewal for US e-commerce clients. You’ll handle setup, onboarding, and AI Agent activation, while also resolving ongoing support cases with a commercial mindset.

You will review health signals, reach out across channels, and drive live calls to unblock progress. This role blends product knowledge with a business-focused support approach.

Aufgaben

• Review chats, new trials, and customer health signals to spot opportunities and risks, and prioritize by customer need, commercial impact, and urgency
• Reach out proactively by chat, phone, email, LinkedIn, and outreach tools like Apollo
• Move quickly to a live call or screen share to unblock setup and activation, and join live chats that show commercial or Enterprise potential
• Lead onboarding, setup, and AI Agent activation, and show customers how our core workflows and new features solve their business problems
• Run customer health checks and act on changes such as AI resolution drops, widget disconnections, overdue invoices, and upcoming renewals
• Own each case end-to-end, including trial-to-paid conversion, upgrades, renewals, and contract questions, with clear next steps and follow-ups, and verify the result with the customer
• Handle the support cases that still reach you, resolving them quickly or turning them into automations
• Use AI to automate recurring work, and share what works with the team
• Turn recurring customer feedback into product insights, and share a monthly summary with Product and UX with examples, business impact, and suggested improvements
• Share good practices with colleagues and help keep onboarding materials for new Product Experts up to date

Jobbeschreibung

Text is seeking a Product Expert to own the customer relationship from first contact through activation, purchase, and renewal for US e-commerce clients. You’ll handle setup, onboarding, and AI Agent activation, while also resolving ongoing support cases with a commercial mindset.

You will review health signals, reach out across channels, and drive live calls to unblock progress. This role blends product knowledge with a business-focused support approach.