The RoleSilkStart is continuing to grow and looking for a Customer Success Specialist to add to the team. If you want to work in an environment that appreciates your hard work, values your contribution, fosters your career and allows you to grow as an individual then SilkStart is the best workplace for you! About SilkStartSilkStart is a leading provider of association management software. We offer competitive salaries, full benefits, and opportunities for advancement. We also offer autonomy in a respectful and collaborative environment where you get to make a difference and have some fun. About the RoleThe individual will be responsible for providing a combination of account management, consulting, frontline customer and technical support, and project management. You will be working directly with clients to provide friendly, accurate, helpful, and timely assistance to ensure they succeed throughout and beyond the setup process. What We're Looking ForAre you a smart, self-directed, results-oriented individual with a passion for going above and beyond to delight customers on a daily basis? What You'll be Doing- Provide frontline technical support to customers from North America, Europe, Australia and Asia (primarily via email, occasionally by phone).- Onboard and train new customers and help them become proficient in using our software; manage multiple concurrent onboardings (typical onboard 6–8 weeks).- Liaise between sales and development to ensure a smooth onboarding process.- Lead customer webinars to demonstrate product features and answer questions.- Manage projects across website development, application configuration, data import, and client training.- Investigate, document, and diagnose customer issues to determine root cause and escalate as required; increasingly solve issues independently over time.- Provide updates to customers about improvements and best practices (newsletter, automated emails, in-app notifications).- Help extend the automated test suite to cover new features and improve existing coverage, working with our QA lead.- Look for ways to improve the onboarding and overall client experience.- Assist in developing help content including FAQs, tutorials, and webinars.- Give customers a voice and advocate for their needs internally. Must Haves- Customer Obsessed: Friendly, outgoing, focused on delighting customers and building relationships.- Good Communicator: Strong verbal and written communication; high EQ; able to explain technical topics to non-technical users.- Technical Aptitude: Experience troubleshooting web applications; driven problem-solver even when creative solutions are required.- Great Attitude: Willing to roll up sleeves; adaptable in a "not my job"-free environment; creative and solution-oriented.- Gets Things Done: Organized, able to manage competing priorities and quickly add value.- Self-Directed: Resourceful with minimal direction.- Hustle: Thrive in a fast-paced environment.- Respectful Professional: Professional and values a respectful workplace.- Desire to Learn and Grow: Lifelong learner eager for new challenges. Bonus Skills- Experience with a CMS (e.g., WordPress, Squarespace, Wix).- Working knowledge of HTML, CSS, and JavaScript for building/modifying websites.- Experience with Zendesk, JIRA, and Confluence.- Familiarity with payment gateways (PayPal, Stripe, Bambora, Authorize.net).- General web technology knowledge (HTTP, HTML, AJAX/JSON, etc.).- Experience with Python and/or Bash (automation, tests, tools). Reach OutDoes this sound like you? If yes, please send a resume and cover letter to hr@silkstart.com. Only shortlisted candidates will be contacted for an interview. Thanks for your interest in SilkStart!