User Experience Specialist

2 days ago


Vancouver, British Columbia, Canada UpRecruit LLC Full time

About the Role

We are seeking a skilled User Experience Specialist to drive customer growth at UpRecruit LLC. This is an excellent opportunity for someone with experience in SaaS companies and enterprise customers.

Job Summary

The User Experience Specialist will build and scale our Customer Success function from the ground up, combining Customer Success, Account Management, and Solution Architecture to drive customer satisfaction, retention, and growth.

Main Responsibilities

  • Customer Success Metrics: Define and track key metrics such as churn rate, NPS, adoption, and upsell opportunities.
  • Product Understanding: Develop a deep understanding of our product and customer journey.
  • Workflows and Support: Build scalable workflows for onboarding, training, and ongoing support.
  • Customer Onboarding: Assist with customer onboarding, including training, configuration, and feedback analysis.
  • Lifecycle Optimization: Identify opportunities to improve the customer lifecycle and propose enhancements.
  • Customer Management: Manage a diverse customer base, handling contracts from $10K to $100K annually.
  • Regular Check-ins: Conduct regular customer check-ins and facilitate renewal conversations.
  • Product Expertise: Serve as a product expert to support sales, demos, and upsell opportunities.
  • Team Collaboration: Collaborate with Sales and Product teams for seamless customer handoffs.
  • Customer Success Platforms: Implement robust Customer Success platforms beyond tools like HubSpot.
  • Best Practices: Establish best practices to optimize customer journey efficiency.

Qualifications

  • Experience: 7+ years in customer-facing roles within SaaS companies.
  • Enterprise Experience: Experience working with Enterprise customers ($100K–$1M+ contract sizes).
  • Customer Success Processes: Proven ability to build and scale Customer Success processes.
  • SaaS Growth Principles: Strong understanding of customer success and SaaS growth principles.
  • Tech Skills: Technical proficiency with CRM platforms (e.g., HubSpot).
  • Communication Skills: Excellent communication and relationship-building skills.
  • Flexible Mindset: Flexible, generalist mindset across Customer Success, Account Management, and Solution Architecture.

Estimated Salary Range: $80,000 - $120,000 per year, depending on location and experience.



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