Customer Success Specialist

Job Title: Customer Success Specialist

Location: Gurgaon (Remote)

Employment Type: Full-Time

Experience Required: 3-5 Years

Job description

Visitly is a market leader in visitor management solutions, helping organizations run secure, modern visitor check-ins and workplace experiences. We work with fast-growing companies and enterprises, primarily across the US market.

We are looking for a customer-obsessed Customer Success Specialist who thrives in a fast-paced startup environment and is passionate about delivering exceptional customer experiences. The ideal candidate will have experience working with US customers, strong written and verbal communication skills, and the ability to manage multiple priorities with a high degree of accuracy and ownership.

Key Responsibilities

• Support US customers throughout their lifecycle, including onboarding, adoption, renewals, and ongoing success.
• Conduct onboarding sessions, product training, and go-live support for new customers.
• Respond to customer inquiries via email, calls, and meetings while maintaining high standards of professionalism and accuracy.
• Manage customer escalations by coordinating with Product, Engineering, and internal teams to drive timely resolution.
• Proactively follow up on open action items and ensure customers receive timely updates.
• Prepare and maintain accurate customer reports, documentation, meeting notes, and internal updates.
• Drive product adoption and identify opportunities for account growth and expansion.
• Maintain detailed and accurate records in CRM and support platforms.
• Perform first-level troubleshooting across the Visitly dashboard, iPad app, badge printers, visitor workflows, host notifications, and customer configuration issues.
• Use internal tools such as Freshdesk, Metabase, middleware logs, and basic SQL/data checks to investigate customer issues, validate behavior, and support root-cause analysis.
• Triage and escalate technical issues by reproducing problems, gathering customer context, documenting steps, and coordinating with Product and Engineering through resolution.
• Collaborate closely with Sales, Product, Engineering, and Operations teams to ensure customer success.

Requirements

• 3-5 years of experience in Customer Success, Account Management, Sales Support, or Inside Sales roles.
• Hands-on experience working directly with US customers.
• Excellent written and verbal communication skills with exceptional email etiquette.
• Strong attention to detail and ability to prepare error-free customer communication and reports.
• Demonstrated ability to manage multiple customers, priorities, and follow-ups simultaneously.
• Strong ownership mindset with the ability to work independently in a fast-paced environment.
• Experience using CRM and support tools such as HubSpot, Salesforce, Freshdesk, Slack, or similar platforms.
• Ability to work during US business hours.

Preferred Qualifications

• Experience in B2B SaaS environments.
• Experience supporting enterprise customers.
• Experience managing renewals, customer health, and upsell opportunities.
• Experience in startup environments is highly preferred.