SaaS Customer Success Specialist: Onboarding & Adoption

Crane Worldwide Logistics LLC; Houston (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Crane Worldwide Logistics LLC is seeking a customer success/technical support professional to uphold SLAs, provide on-site onboarding, and create self-service content. You will collaborate with product to enhance help content and drive user adoption while supporting demos, UAT, and metrics reporting across client operations.

The role requires 2–5 years in customer success or technical support, strong communication, and the ability to work cross-functionally in a fast-paced SaaS environment.

Qualifications

• Experience in customer success or technical support role.
• Familiarity with SaaS or technology platforms preferred.
• Familiarity with support and ticketing tools such as Jira or similar platforms.
• Strong written and verbal communication skills.
• Comfortable navigating ambiguity and working cross-functionally.
• Analytical mindset: identify patterns in data and translate them into actionable recommendations.
• Self-starter with a bias toward documentation and process improvement.

Responsibilities

• Meet defined SLAs for all support inquiries during business hours.
• Perform live troubleshooting or white-glove onboarding assistance as needed.
• Maintain and grow client and internal facing help content including FAQs, how-to guides, and release summaries in collaboration with product.
• Design and produce instructional and feature walkthrough videos to reduce repetitive support requests and empower self-service.
• Proactively monitor client engagement and identify opportunities to drive adoption and reduce friction.
• Collect, organize, and synthesize feedback and bring forward product improvement suggestions backed by real data.
• Manage a running log of recurring issues and work with product to close systemic gaps.
• Support demo and UAT environment prep so sales and implementation teams are always equipped.
• Track and report on support metrics and client health on a regular cadence.
• Other duties as assigned

Skills

Customer success

Technical support

Communication skills

Analytical mindset

Cross-functional

Self-starter

Education

Bachelor's degree or equivalent experience

Tools

Jira

Job description

Crane Worldwide Logistics LLC is seeking a customer success/technical support professional to uphold SLAs, provide on-site onboarding, and create self-service content. You will collaborate with product to enhance help content and drive user adoption while supporting demos, UAT, and metrics reporting across client operations.

The role requires 2–5 years in customer success or technical support, strong communication, and the ability to work cross-functionally in a fast-paced SaaS environment.