Customer Success Specialist

We’re on a mission here at Breadcrumb to make safety and compliance effortless for the construction industry. Our platform is already trusted by hundreds of thousands of workers worldwide, and we’re growing fast.

For us, Customer Success is all about helping our customers get real, ongoing value from our platform — and making sure they feel supported every step of the way.

As a Customer Success Specialist, you’ll be an entry-level member of our Customer Success team, working closely with customers to understand how they’re using Breadcrumb, spotting early signs of risk, and proactively helping them succeed. This role is designed for someone at the beginning of their Customer Success or SaaS career who’s curious, customer-focused, and excited to learn.

You’ll be supported with training, clear playbooks, and experienced teammates, while gaining hands-on exposure to customers, data, and cross-functional collaboration with Product and Marketing.

What you’ll be doing

Supporting customer success

• Monitor customer activity and engagement to identify early signs of churn risk.
• Proactively reach out to customers using pre-designed playbooks and outreach plans.
• Help customers understand the value of Breadcrumb based on how they’re using the platform.
• Support customers with product questions and adoption guidance via email, phone, or video.

Customer insights & collaboration

• Act on customer health metrics such as engagement and satisfaction to improve retention.
• Capture and share customer insights with Product and Marketing to help improve our platform and messaging.
• Collaborate with Customer Success Managers and internal teams to resolve customer issues.

Operational excellence

• Accurately log customer interactions, issues, and outcomes in our CRM or support tools.
• Manage multiple customer conversations at once while staying organised and responsive.
• Contribute to a culture of thoughtful, high-quality customer experience.

What we’re looking for

• 0–2 years’ experience in a customer-facing role (Customer Success, Support, Retail, Hospitality, Sales, or similar).
• A genuine customer-first mindset with strong empathy and communication skills.
• Comfortable speaking with customers via phone, email, and video calls.
• Curious, coachable, and eager to learn how SaaS products create customer value.
• Strong problem-solving skills and the ability to juggle multiple conversations.
• Tech-savvy and comfortable learning new tools (CRMs, SaaS platforms — full training provided).
• Positive, collaborative attitude and a desire to be part of a supportive team.

Why You’ll Love Working Here

• A true entry point into SaaS Customer Success — no prior CS experience required.
• Structured training, playbooks, and support to help you build confidence quickly.
• Real exposure to customers, data, and cross-functional teams from day one.
• A team that genuinely cares about learning, feedback, and doing great work together.
• Clear pathways to grow into Customer Success Manager or other SaaS roles over time.
• We invest in our teams’ wellbeing and professional development with support that includes paid mental health days off, an EAP, annual individual professional and personal growth funding.
• Flexibility to work in a hybrid setup.
• A culture that values curiosity, innovation, and doing great work together to achieve collective success.

At Breadcrumb, we are committed to building an inclusive workplace that values diversity of thought and perspective, and reflects a wide range of experiences and ideas. We consider all qualified applicants based on merit, skills, and potential, without discrimination based on any legally protected attributes or status.