Customer Success Specialist (B2C SaaS)

We are partnering with a fast-growing technology company operating at the intersection of AI, SaaS, and the creator economy. As the business scales its user base, they are looking to hire a Customer Success Specialist to support onboarding, adoption, retention, and expansion across a high-volume B2C user base.

This is not a traditional support role. It is a growth-focused position for someone who enjoys working directly with users, helping them reach value quickly, and contributing to a scalable customer success engine. The successful candidate will play a key role in shaping the day-to-day creator experience while partnering closely with senior customer success and product leaders.

The Role

As Customer Success Specialist, you will act as a frontline advocate for users and a critical contributor to retention and expansion outcomes. You will work hands-on with onboarding, product education, health monitoring, and re-engagement efforts, ensuring users achieve meaningful outcomes from the platform early and consistently. You will support the metrics that matter most, activation, retention, and net revenue growth, while gaining exposure to how a modern B2C SaaS customer success function is built and scaled.

Responsibilities:

Accelerate Time-to-Value

• Guide new users through smooth, effective onboarding experiences.
• Help ensure users reach their “aha” moment early through product education and in-app guidance.
• Identify confusion points and friction in the user journey, escalating insights to senior CS and Product teams.

Deliver High-Impact Product Enablement

• Run live or recorded product walkthroughs that clearly communicate value, best practices, and key features.
• Tailor enablement to different user segments, including first-time users, growing creators, and power users.
• Help users understand how the platform fits into their existing workflows to improve productivity.

Create Customer “Roadmap to Impact” Plans

• Support the creation of onboarding and success paths aligned to user goals.
• Define milestones and checkpoints that guide users toward measurable outcomes.
• Conduct follow-ups and review sessions to keep users engaged and progressing.

Drive Scalable One-to-Many Success

• Contribute to help center content, video tutorials, in-app tours, and AI-driven support resources.
• Share insights that improve the scalability and consistency of the customer experience.
• Help ensure high-quality support for a rapidly growing user base.

Retention & Churn Prevention

• Monitor user health scores, engagement signals, and usage patterns.
• Execute re-engagement and save-play initiatives for at-risk users.
• Surface recurring churn drivers and user issues to senior stakeholders.

Product Feedback & Advocacy

• Capture user feedback, feature requests, and common pain points.
• Translate insights into clear recommendations for Product and Design teams.
• Support initiatives that reduce friction and drive product-led retention.

Expansion & Growth Support

• Identify users who may benefit from upgraded plans or advanced features.
• Manage an assigned book of ARR with responsibility for expansion and upsell performance.
• Educate users on premium capabilities and support revenue growth from the existing base.

Requirements:

Experience & Background

• 2-3+ years of Customer Success experience, ideally within a B2C SaaS environment.
• Experience supporting and retaining a high-volume user base.
• Exposure to creator-focused, media, or digital platforms is a strong advantage.

Customer & Product Mindset

• Strong understanding of how creators and digital-first users think and behave.
• Clear, empathetic communication style that avoids corporate jargon.
• Ability to spot patterns in user questions and feedback.

Data & Tools

• Comfortable working with CRM and CS tools (e.g. HubSpot, product analytics platforms).
• Familiarity with key success metrics such as activation, churn, health scores, and net revenue retention.
• Ability to explain technical or AI-driven concepts to non-technical users.

Personal Attributes

• Thrives in fast-paced, evolving startup environments.
• Curious, proactive, and eager to learn from more senior CS leaders.
• Highly collaborative and comfortable wearing multiple hats.

Why this opportunity?

This role offers hands-on exposure to building and scaling a modern B2C customer success function within a high-growth AI-driven company. You’ll directly influence the creator experience, support meaningful retention outcomes, and develop skills across onboarding, product enablement, and expansion. If you’re looking for a role where you can grow, make an impact, and work closely with passionate users at the forefront of creativity and technology, this is a strong next step.

Salt is acting as an Employment Agency in relation to this vacancy.