Customer Success Specialist

. Crane Worldwide Logistics . • Houston, TX

7d • 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/synthesizing feedback for product improvement. The specialist will also manage recurring issues, support demo and UAT environments, and track/report on 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
• Job requires the ability to use vision, adjust focus and work on a standard computer screen.
• Job may require extended sitting or standing, use of standard office equipment.
• Job will require presence at the assigned work location.
• Job requires attendance and dependability.
• The final candidate must successfully pass an E-Verify check.

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