Customer Success Specialist

About SmartWinnr SmartWinnr is a leading global platform that uses gamification to enhance knowledge management and performance optimization for distributed sales teams. The platform serves Fortune 500 clients including Boston Scientific, Johnson & Johnson, and AstraZeneca, along with other major companies such as Abbott, Medtronic, HDFC Life, SBI Life, ICICI Prudential, and Aditya Birla to boost sales productivity. SmartWinnr has earned recognition from G2 as one of the top 50 sales products for two consecutive years, based on authentic customer reviews and feedback.Role Description: We are hiring a Customer Success Specialist to support and grow enterprise customer relationships in the US market, with an initial focus on life sciences and other regulated industries. This role is hands-on and execution-focused. You will work closely with customers to support onboarding, adoption, and ongoing success, while partnering internally with Sales, Product, and Support teams. This is an individual-contributor role and is ideal for someone who enjoys working closely with customers, managing projects, and ensuring consistent delivery and value realization. What you’ll Do : Customer Engagement & Support Serve as a day-to-day point of contact for assigned enterprise customers Support customer onboarding, configuration, and rollout activities Conduct regular check-ins to ensure adoption, usage, and satisfaction Adoption & Value Enablement Help customers understand and use SmartWinnr effectively to achieve their objectives Track adoption metrics and surface risks or improvement opportunities Support business reviews and value discussions with customer stakeholders Project Coordination & Delivery Coordinate customer implementations, timelines, and deliverables Assist in drafting and managing project documentation, including scopes of work and rollout plans Work with internal teams to resolve issues and ensure timely delivery Cross-Functional Collaboration Partner with Sales during handoffs and ongoing account support Collaborate with Product and Support teams to address customer needs and feedback Escalate issues appropriately and help drive resolution Customer Feedback Capture and document customer feedback, questions, and feature requests Help represent the customer voice internally What We’re Looking For Education - Bachelor’s degree in Science, Engineering, Technology, or a related field required Experience - 3–6+ years in Customer Success, Account Support, Project Coordination, or Client-Facing roles Experience in AI is a distinct advantage 2-3 years of project management experience Experience supporting B2B enterprise customers in SaaS or technology-enabled environments Exposure to regulated industries (life sciences, healthcare, financial services, etc.) is a plus, but not required Customer Success & Communication Skills Strong written and verbal communication skills Comfortable working with multiple customer stakeholders Detail-oriented with a customer-first mindset Ability to explain technical concepts clearly to non-technical users Project Management & Execution Hands-on project coordination experience, including timelines and task tracking Comfortable managing multiple workstreams simultaneously Familiarity with basic project management methodologies or tools Nice to Have Experience in high-growth or early-stage SaaS environments Exposure to sales enablement, training platforms, or learning technologies Interest in AI-powered or data-driven products Project management certification or formal training What We Offer Competitive compensation aligned with experience Remote-first work environment with flexibility and accountability Opportunity to work with leading enterprise customers Hands-on exposure to enterprise SaaS operations and customer success best practices Collaborative culture focused on learning, ownership, and continuous improvement