Customer Success Specialist

. Crane Worldwide Logistics . • Houston, TX

11h • Onsite

About The Position

The Customer Success Specialist supports clients using the company’s platform by responding to support inquiries, troubleshooting issues, assisting with onboarding, and promoting product adoption. The role maintains customer-facing and internal help content, creates instructional videos, monitors client engagement and health, and shares data-backed feedback with Product to improve the platform. The Specialist also helps prepare demo and UAT environments for Sales and Implementation teams and reports on support metrics and client health.

Requirements

• Bachelor’s degree or equivalent experience.
• 2 to 5 years of experience in customer success, technical support, or client operations.
• Strong written and verbal communication skills.
• Comfort navigating ambiguity and working cross-functionally.
• Analytical mindset, with the ability to identify patterns in data and translate them into actionable recommendations.
• Self-starter with a bias toward documentation and process improvement.
• Ability to talk, hear, use hands to operate computer equipment, sit for extended periods, and perform close-vision tasks and adjust focus.
• Punctual attendance and regular on-site presence at the assigned work location.
• A professional certification may be required in some areas.

Nice To Haves

• Experience supporting a SaaS or technology platform.
• Familiarity with support and ticketing tools such as Jira or similar platforms.

Responsibilities

• Meet defined SLAs for 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.
• Monitor client engagement proactively and identify opportunities to drive adoption and reduce friction.
• Collect, organize, and synthesize feedback, and recommend product improvements supported by data.
• Maintain a log of recurring issues and work with Product to address systemic gaps.
• Support preparation of demo and UAT environments for Sales and Implementation teams.
• Track and report support metrics and client health on a regular cadence.
• Perform other duties as assigned.

Benefits

• Quarterly Incentive Plan.
• 136 hours of paid time off per year (17 days), usable for sick time or personal use.
• Medical, dental, and vision benefits.
• Tuition reimbursement for education related to the job.
• Employee referral bonuses.
• Employee recognition and rewards program.
• Paid volunteer time.
• 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