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Customer Success Specialist
2 weeks ago
Unacast is a leading provider of global location intelligence that delivers cutting-edge analytics about human mobility in the physical world. We are a team of experts with decades of unmatched industry experience and we partner with organizations across the private and public sectors to unlock the potential of location data. Unacast drives smarter decision-making based on trustworthy, reliable, and privacy-friendly location intelligence that powers both commercial and societal benefits.
We're now looking for a Customer Success Specialist to help our users succeed with our Visitation data products.
Position Overview:
As a Customer Success Specialist, your role is to foster long-term customer adoption, starting from their initial product interaction. You will collaborate closely with the Product Manager and the Engineering team, offering valuable customer feedback that directly influences product development and helps the Engineering team prioritize their efforts effectively. You'll help users solve their problems and ensure our product delivers value. quickly and consistently.
You will be an important part of a small, ambitious team based in Pilsen. You'll be dedicated to retaining our key customers, who are major players in their fields. Our AI-based product is unprecedented, and customer retention is paramount to its success. We currently serve customers across the Nordics and the US, with plans for expansion into the UK. Regular availability during US business hours (mostly GMT-4) will be required to provide support, including evening calls with the customers.
Key Responsibilities:
Onboarding & Support
- Guide new customers through onboarding and initial platform setup
- Respond to customer questions via email and video calls
- Troubleshoot basic technical issues with support from the product and engineering teams
- Handle billing questions and assist with account updates
Customer Success & Engagement
- Build a deep understanding of each customer's business, goals, and use cases
- Educate users and champions on best practices
- Monitor customer health to identify risks, ensure retention, and surface growth opportunities
- Drive product adoption, manage contract renewals, and expand existing contracts through upsell opportunities
Enablement & Feedback Loops
- Maintain and expand Help Center content and internal FAQs
- Share structured customer insights with product and sales teams
- Collaborate on enablement initiatives such as webinars, how-to guides, and templates
Required Qualifications:
These are the concrete experiences, skills, and background we're looking for:
- 2+ years of proven experience in customer support, customer success, or a client-facing role
- Comfortable working with data products
- Excellent written and verbal communication skills in English
- Strong listener with a proactive, empathetic, and problem-solving mindset
- Proven ability to educate, guide, and influence customer decision-makers
- Familiarity with support automation tools (e.g., Hubspot, Gong, ticketing systems)
Key Competencies:
These are the qualities and working styles that will help you succeed in the role:
- Customer-Centric Mindset: You thrive when helping users succeed.
- Clear & Thoughtful Communicator: You write and speak with clarity, professionalism. and care
- Organized & Proactive: You spot issues early and take initiative
- Collaborative: You work well across disciplines, share learnings, and bring others along
- Motivated & Goal-Oriented: You're eager to improve how we support customers and help them succeed. We are successful when our clients are successful.
Apply Today
We care deeply about creating a space where you can thrive, connect, and make a real impact. If you love helping users, spotting opportunities, and making things better every day, we'd love to hear from you.
