Customer Success Guide/Agents

Job Description

Role Overview

The Customer Success Guide plays a key role in delivering exceptional customer experiences by providing timely support, product guidance, and adoption best practices to global customers. This role blends customer support, problem resolution, technical expertise and consultative guidance to ensure customers realize maximum value from enterprise software solutions while maintaining high satisfaction and loyalty.

Key Responsibilities

Customer Experience & Support

• Serve as the first point of contact for customer inquiries across voice, chat, and email channels.
• Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.

Product Guidance & Adoption

• Support customers with onboarding, service activation, and ongoing product adoption.
• Provide guidance on account access, subscription plans, licenses, upgrades, downgrades, and add on features.
• Help customers understand product capabilities and best practices to maximize value.
• Capture and relay customer feedback, feature requests, and recurring issues to internal teams.

Customer Growth & Retention

• Identify opportunities to improve customer satisfaction, retention, and product usage.
• Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.
• Participate in consultative conversations aligned to customer goals and outcomes.

Key Competencies

• Strong customer centric mindset with high ownership
• Excellent verbal and written communication skills
• Ability to simplify technical information for non technical audiences
• Structured problem solving and analytical thinking

Technical Competencies

Platform & Product Expertise

• Proficiency with SaaS platforms and enterprise software ecosystems
• ServiceNow platform knowledge (or demonstrated ability to rapidly acquire platform expertise)
• Experience integrating and leveraging AI tools to enhance customer workflows and outcomes
• Below capabilities would be a plus
• Certified System Administrator (CSA)
• ITIL® Foundation Certification
• Understanding of enterprise software deployment methodologies, change management, and adoption

Education & Experience

• Graduate degree or equivalent practical experience in customer success, customer support, or a related field
• Undergraduate degree with minimum 18 months of relevant experience also considered

Language Proficiency

• English: CEFR B2 or higher (mandatory); C1 preferred

Location: Milford, OH

Salary Range:$50,000-$80,000 Per Year