Customer Success Specialist

Overview

We are hiring a Customer Success Management (CSM) Specialist for a private equity company in the software industry. This is a full-time remote role for a US-based company. This role is ideal for someone who thrives in data-driven environments, excels at building scalable customer support systems, and enjoys improving customer experience through analytics, automation, and process optimization.

Responsibilities

• Deploy and configure Intercom or Zendesk across portfolio companies, including migration from legacy systems
• Develop and maintain customer health dashboards tracking NPS, ticket volume, response times, resolution rates, and engagement metrics
• Ensure ticket hygiene through proper categorization, tagging, and routing of support requests
• Analyze ticket data to identify recurring issues, feature requests, and improvement opportunities for GMs and product teams
• Build standardized reporting for visibility into support performance and customer sentiment
• Handle escalated technical support tickets asynchronously via email and chat (no phone calls)
• Create and maintain internal knowledge base articles and macros to improve efficiency
• Collaborate with product teams to document bugs and feature requests from tickets
• Implement automation and AI agent workflows to deflect routine inquiries and reduce manual ticket volume
• Train portfolio company support teams on best practices for Intercom, Zendesk, and ticket management workflows

Qualifications

Preferred Qualifications

Required Skills & Tools

Schedule & Pay

System Requirements

If you’re a detail-oriented customer success professional who thrives on improving systems, leveraging data, and driving retention, we’d love to hear from you. Join and help build scalable support operations across our growing portfolio of software businesses. Apply today and become part of a team that values innovation, efficiency, and customer excellence.

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