Customer Success Specialist

Job Description

Job Description

About RoboMQ

RoboMQ is a fast-growing SaaS company delivering powerful integration and identity governance solutions to enterprise customers. Our flagship product, Hire2Retire , automates the employee identity lifecycle by integrating HR systems with Active Directory and other IT systems, helping organizations achieve seamless onboarding, compliance, and security.

About the Role

We are seeking a Customer Success Specialist to grow into the Customer Success Manager role to serve as the primary point of contact for customers post-sales. In this role, you will lead customer onboarding & implementation, drive product adoption, provide ongoing customer success support, and ensure long-term customer retention. While this is not a technical role, you should be comfortable explaining functional concepts to customers and collaborating with internal teams to resolve more complex technical issues.

This role is ideal for someone who enjoys building relationships, thrives in a dynamic software SaaS environment, and is passionate about delivering exceptional customer experiences.

Key Responsibilities:

Customer Onboarding & Enablement

• Lead new customer onboarding, including requirements gathering, kickoff meetings, product configuration, and training.
• Ensure customers understand key product functionality and best practices to achieve early success.

Ongoing Customer Success & Relationship Management

• Serve as the main point of contact for functional product questions and day-to-day inquiries.
• Monitor customer engagement, usage patterns, and satisfaction to identify risks and opportunities.
• Proactively support customers throughout their lifecycle, resolving issues or escalating to the product team when needed.
• Work with product development and support teams to resolve customer issues.

Customer Success Planning & Growth

• Develop success plans tailored to customer goals and use cases.
• Conduct regular check-ins and business reviews to ensure alignment and satisfaction.
• Identify expansion and upsell opportunities by understanding customer needs and growth plans.

Voice of the Customer & Internal Collaboration

• Represent customer feedback to internal teams to inform product enhancements and roadmap priorities.
• Work cross-functionally with Sales, Product, and Engineering to deliver a unified customer experience.

Qualifications:

• 3+ years in customer success, onboarding, or account management in a B2B SaaS environment.
• Excellent verbal and written communication skills with the ability to explain product functionality in simple, business-oriented terms.
• Ability to understand business processes and functions, and be able to translate them into how a technical product must solve customer problems
• Strong organizational skills and the ability to manage multiple customers and priorities simultaneously.
• Experience working cross-functionally with technical, sales, and product teams.
• Familiarity with identity lifecycle, HRIS platforms, or workflow automation tools is a plus.
• Bachelor’s degree in Business, Communications, or a related field preferred.

Nice to Have:

• Experience supporting enterprise SaaS implementations.
• Ability to conduct executive-level business reviews and discussions.
• Familiarity with tools like Salesforce, HubSpot, Jira, or Confluence.

What We Offer:

• Competitive salary and performance-based bonuses.
• Comprehensive benefits including health, dental, and vision, and disability coverage.
• A collaborative, fast-paced work environment with high growth potential.
• Opportunity to make a direct impact on a high-growth SaaS product.