Customer Success Specialist
3 ore fa
TextYess builds AI agents for eCommerce.For thousands of years, commerce was human.Merchants knew their customers, understood their needs, and built trust through real conversations.Then came the internet, and we traded humanity for scale.Shopping became efficient but soulless: endless product grids, generic descriptions, no one to guide you.TextYess is here to restore what was lost.We build AI agents that bring back the personal, conversational shopping experience, but at infinite scale.Through WhatsApp and messaging apps, we help brands sell through tailored, real-time conversations that feel natural, helpful, and human.We're not just automating commerce.We're making it human again.We work with top brands like Ducati, Pittarosso, Piazza Italia, Doppelgänger, we recently closed a €2.4M seed round, and we're just getting started.The role:We're looking for a Customer Success Specialist to own the success of a portfolio of customers and help drive activation, retention, expansion, and long-term value.This is not a pure support role.You'll work closely with customers after go-live to ensure they adopt TextYess effectively, achieve measurable results, and expand their usage over time.You'll act as a trusted partner for merchants, while collaborating with Product, Engineering, and Sales to improve outcomes and Net Revenue Retention.Contribute directly to Net Revenue Retention (NRR) + Net Promoter Score (NPS).Drive strong product adoption and successful use cases.Provide fast, accurate, and friendly support to customers across all support channels.What you'll work on:Guide customers through onboarding and early activation to ensure fast time-to-value.Own a portfolio of customers post-onboarding, acting as their main point of contact.Proactively monitor usage, performance, and customer health signals.Identify upsell and expansion opportunities in collaboration with Sales.Run regular check-ins and success touchpoints (async and occasional live calls).Collect structured feedback and translate customer needs into product insights.Identify recurring friction points and collaborate with Product & Engineering to solve them.Train and improve AI Agents based on real customer behavior to increase value and reduce friction.Contribute to playbooks, best practices, and scalable CS processes.About you:Fluent in Italian and English (written and spoken)Background in eCommerce or B2B SaaSCustomer-oriented mindset with a strong sense of ownershipComfortable working with data, metrics, and product usage signalsAble to manage multiple customer relationships in parallelProactive, structured, and comfortable in a fast-moving startup environmentWhat we offer:Salary: The gross annual salary (RAL) ranges from €30K to €40K.Stock Options: You'll receive a highly incentivizing stock options package so that if TextYess becomes a giant company, you can enjoy substantial rewards.We want to make TextYess feel like yours too.Infinite growth and responsibility: We are still at the beginning of our journey, and the challenges ahead are ambitious and meaningful.Your impact will directly influence the success of TextYess.If all of this sounds like the place where you want to be, shoot an email at — we'd love to chat#J-*****-Ljbffr
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