Customer Success Specialist

Job Title : Customer Success SpecialistLocation : Phoenix, Arizona. USAReports to : Director Operations, USAAbout 1Valet1Valet is a Canadian technology company transforming the way people interact withtheir buildings. We develop smart building software and integrated hardware solutionsthat connect property managers, residents, and visitors—creating seamless, secure,and intelligent building experiences.We're a growing company where every team member plays a pivotal role. Our productsare installed in properties across North America, and we're rapidly expanding. Join usas we shape the future of smart buildings.Position Overview:The Customer Success Specialist (Onboarding) is responsible for ensuring newcustomers successfully adopt the platform from the moment they sign up. This rolefocuses on guiding customers through the onboarding journey, helping them understandkey features, configuring the platform to meet their needs, and ensuring they achieveearly value quickly.The specialist acts as the primary point of contact for new customers during theironboarding phase, providing training, answering questions, and proactively identifyingpotential challenges. By building strong relationships and ensuring a smooth onboardingexperience, this role helps drive customer satisfaction, product adoption, and long-termretention.Customer Success Specialists collaborate closely with Sales, Product, and Supportteams to ensure customer expectations are aligned and that feedback from onboardingis shared to continuously improve the customer experience.Responsibilities :Guide new customers through the onboarding process from kickoff to successfulplatform adoption.Conduct onboarding calls, product walkthroughs, and training sessionsHelp customers become proficient in configuring the platform based on theirgoals and use cases.Act as the primary contact for onboarding-related questions and support.Track onboarding progress and customer engagement in CRM or customersuccess tools.Identify potential risks to successful adoption and proactively address themCollect customer feedback and share insights with Product and CustomerSuccess leadership.Collaborate with Sales for smooth handoffs and accurate expectation settingCreate or maintain onboarding documentation, guides, and training resourcesManage a book of pre-existing 1VALET clients, facilitating any upselling,renewals, and cross-selling.Build sustainable relationships and trust with customer accounts through openand interactive communication.Align customer experience strategies with marketing initiatives, ensurecustomers are always informed about new product features and functionalities.Core Skills :Strong communication and presentation skillsAbility to simplify complex software for non-technical usersCustomer-focused problem solvingOrganization and project management for managing multiple onboardingtimelinesFamiliarity with SaaS platforms, CRM tools, and customer success workflowsQualifications :Degree or diploma in Business Administration, marketing, sales, computerscience, or any other relevant area of study.3+ years of experience in a Customer Success or Account Management roleExperience as a property manager or in a software company operating on arelated field (property technology, access control or security)Familiarity with Google Suite (Docs, Sheets, Slides) and CX/CRM softwareWhat we offer :A culture of ownership and autonomy - you will thrive if you are a self-starter andenjoy a fast-paced environmentWork with an incredible product - there is true belief across our team that wehave the best product on the marketTrust and flexibility - work from home and flexible schedules. We care about yourperformance, not your hours. We trust you to manage your time in a way thatworks best for you.Competitive compensation structure and 100% employer-paid benefitsExtra perks: employee stock option packages, employer-paid benefits, 10-dayholiday office shutdown each December, and support for professional growth.Working With Us :As a proud equal-opportunity employer, we consider all applicants for employment andopenly encourage those who identify as members of underrepresented communities toapply to join our growing team. Join us, leave your mark, and let's make somethingextraordinary,