Customer Success Specialist (EMEA)

What You’ll Be Responsible For

Early on, you’ll jump right into:

Become a Float Product Expert: Gain deep knowledge of Float’s features, functionality, and best practices

Understand Customer Needs: Learn about customer workflows and resource management challenges to provide relevant support

Provide Video Call Support: Support customers directly via video calls, enhancing their experience with personalized assistance

Resolve Customer Issues: Manage conversations from initial contact to resolution across email, chat, and video

Collaborate with Customer Success Managers: Share insights from customer interactions with the CSM team to drive customer success and inform product improvement

Once you are a bit more settled, we expect that you will jump into the following projects:

Own Client Relationships: Build and nurture meaningful connections with clients to support their long-term success

Create Customer Success Content: Develop resources like training materials, and rollout timelines to empower customers in using Float

Onboard Qualified SMBs: Lead the onboarding process for SMB customers, ensuring a smooth introduction to Float and its capabilities

What You’ll Need To Be Successful

We want you to love your work and believe that these skills will allow you to succeed in the role. Applying these skills requires:

Customer Success Experience: Proven experience supporting SMB and mid-market customers in a B2B SaaS environment, and passion about empowering customers through knowledge-sharing. Previous CSM or Onboarding experience would set you up for success in this role.

Familiarity with Success Tools: Proficient in CRMs and helpdesk tools (HubSpot, Intercom, Metabase, Gong, Zoom, Calendly)

Effective Communicator: Strong written and live communication skills that showcase empathy, understanding, as well as deliver customer value

Located in EMEA: Must be based in Europe, the Middle East, or Africa to support clients in those timezones

To thrive in this role, you must be comfortable working autonomously, as we are a global team. You are someone who loves the challenge of problem-solving, educating and empowering customers with knowledge, and building and iterating on processes. You must utilize strong async communication skills in order to collaborate with our CSM team and clients.

As a fully remote team, we’re looking for someone comfortable with asynchronous communication as the default, which means you have previous remote experience and are comfortable using tools like Slack, Loom, and Linear to communicate as needed.