We are hiring a Customer Success Management (CSM) Specialist for a private equity company in the software industry. This is a full-time remote role for a US-based company. This role is ideal for someone who thrives in data-driven environments, excels at building scalable customer support systems, and enjoys improving customer experience through analytics, automation, and process optimization.
Key Responsibilities:
- Deploy and configure Intercom or Zendesk across portfolio companies, including migration from legacy systems
- Develop and maintain customer health dashboards tracking NPS, ticket volume, response times, resolution rates, and engagement metrics
- Ensure ticket hygiene through proper categorization, tagging, and routing of support requests
- Analyze ticket data to identify recurring issues, feature requests, and improvement opportunities for GMs and product teams
- Build standardized reporting for visibility into support performance and customer sentiment
- Handle escalated technical support tickets asynchronously via email and chat (no phone calls)
- Create and maintain internal knowledge base articles and macros to improve efficiency
- Collaborate with product teams to document bugs and feature requests from tickets
- Implement automation and AI agent workflows to deflect routine inquiries and reduce manual ticket volume
- Train portfolio company support teams on best practices for Intercom, Zendesk, and ticket management workflows
Required Qualifications:
- 5–10 years of experience with Intercom, Zendesk, or similar customer support platforms in an administrative or operational role
- Strong analytical skills with the ability to build reports and extract insights from support data
- Experience with customer health scoring, churn analysis, and retention metrics
- Technical troubleshooting skills for resolving escalated software issues via written communication
- Excellent written communication skills with the ability to explain technical concepts clearly
- Understanding of SaaS business models, customer lifecycle, and account management principles
- Highly organized with strong attention to detail in ticket management and data categorization
- Self-starter mentality with the ability to identify and solve problems proactively
Preferred Qualifications:
- Experience implementing AI chatbots, help center automation, or support deflection strategies
- Experience in customer success or operations roles within SaaS companies
- Exposure to multi-brand or multi-portfolio operational environments
Required Skills & Tools:
- Intercom
- Zendesk
- Data analytics/reporting tools (e.g., Excel, Google Sheets, Looker, Tableau)
- Customer health and churn analysis tools
- AI chatbot or automation tools (preferred)
Schedule & Pay:
- Full-time position; US East Coast (EST) hours
- This is a fully remote job for a US-based company
- Pay ranges from R14,000 – R27,000 ZAR per month depending on experience and skill
- Annual raises, bonuses, and paid holidays (PTO) included
System Requirements:
- Internet speed of at least 20 Mbps
- Computer with a 2.4 GHz processor or higher
- 8 GB of RAM or higher
- Windows 10 or newer, or Mac OS X 10.10 or newer
- HD 720p webcam
- Headset with a microphone
Benefits:
- Competitive pay rates
- Company-provided US phone number and business email address
- Consistent hours and pay
- Fully remote and flexible work environment
- Eliminate commute time
- Opportunities for long-term growth across multiple portfolio companies
If you’re a detail-oriented customer success professional who thrives on improving systems, leveraging data, and driving retention, we’d love to hear from you. Join and help build scalable support operations across our growing portfolio of software businesses. Apply today and become part of a team that values innovation, efficiency, and customer excellence.
