Senior Customer Success Specialist (SAAS) ID-1345

At Wellyx, our culture is centred on success and collaboration. We offer a unique opportunity to work with extraordinary people who are passionate about what they do. We specialise in management software for the fitness & wellness industry. More information can be found on our website: www.wellyx.com

We are looking for an experienced senior customer success specialist

Please note that the role will be fully remote, operating during USA EST hours (4pm - 1am daylight savings dependent). You must have all the tools needed for this role including a stable internet connection and a laptop.

Key Responsibilities

  • Act as the liaison between the Sales and Support teams to ensure clear communication and customer alignment.
  • Create and deliver onboarding roadmaps, process documentation, and tailored walkthroughs for each customer.
  • Follow up proactively with onboarded customers to ensure satisfaction, address issues, and boost engagement.
  • Monitor customer health, usage trends, and identify opportunities for optimization or upselling.
  • Collaborate with internal teams to resolve customer challenges quickly and effectively.

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Required Skills & Experience

  • 3+ years of experience in Customer Success, Account Management, or Onboarding (preferably in SaaS or tech).
  • Excellent communication and relationship-building skills.
  • Strong organizational and multitasking abilities.
  • Proficiency in CRM platforms and support tools.
  • Ability to work US business hours and co-ordinate across time zones.
  • Customer-first mindset with a strong sense of ownership and accountability.
  • High emotional intelligence (EQ): Navigating conversations with empathy, trust and tact. Ensuring a smooth and trust-building experience.
  • Drive onboarding metrics: Time-to-value, product adoption rates, opportunities for upselling, and retention milestones

Preferred

  • Experience with remote teams and global clients.
  • Familiarity with onboarding frameworks and lifecycle mapping.
  • Exposure to both sales and support environments is a plus.

What We Offer:

  • A fully remote role with a mission-driven company making a difference in the fitness and wellness industry.
  • The chance to work with innovative technology that transforms operations.
  • Competitive compensation and opportunities for professional growth.

Job Type: Full-time

Application Question(s):

  • What is your salary expectations?

Experience:

  • Customer Success, Account Management, or Onboarding : 3 years (Preferred)

Work Location: Remote

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