Customer Success Specialist

Crane Worldwide Logistics • Houston, TX

32d • Onsite

About The Position

The Customer Success Specialist will be responsible for meeting defined SLAs for all support inquiries, performing live troubleshooting and white-glove onboarding assistance, and maintaining client-facing and internal help content. This role involves designing and producing instructional videos, proactively monitoring client engagement to drive adoption, and collecting feedback for product improvement. The specialist will also manage recurring issues, support demo and UAT environments, and track support metrics and client health.

Requirements

• Experience supporting a SaaS or technology platform preferred
• Familiarity with support and ticketing tools such as Jira or similar platforms
• Strong written and verbal communication skills
• Comfortable handling ambiguity and working cross-functionally
• Analytical mindset: able to identify patterns in data and translate them into actionable recommendations
• Self-starter with a bias toward documentation and process improvement
• Bachelor's degree or equivalent experience
• 2 to 5 years of experience in customer success, technical support, or client operations

Responsibilities

• Meet defined SLAs for all support inquiries during business hours
• Perform live troubleshooting and white-glove onboarding assistance as needed
• Maintain and grow client-facing and internal 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 enable 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

Benefits

• Quarterly Incentive Plan
• 136 hours of Paid Time Off (17 days per year), usable for sick time or personal use
• Excellent medical, dental, and vision benefits
• Tuition reimbursement for education related to your job
• Employee referral bonuses
• Employee recognition and rewards program
• Paid volunteer time to support a cause close to your heart
• Employee discounts
• Wellness incentives of up to $100 per year for completing challenges, plus a discount on contribution rates

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree