About Company
Zapier is on a mission to make automation accessible to everyone. We believe that with the right tools, anyone can connect their favorite apps and automate repetitive tasks, saving valuable time and increasing productivity. As a fully remote company since our inception, we are pioneers in building a thriving, distributed workforce dedicated to helping small businesses and large enterprises alike streamline their operations. We foster a culture of transparency, autonomy, and continuous learning, valuing curiosity, collaboration, and a passion for simplifying complex workflows. Join a team where your contributions directly impact how millions of users and businesses operate more efficiently every day, all while enjoying the flexibility and support of a truly remote-first organization.
Job Description
Are you a proactive problem-solver with a passion for helping users maximize their potential with technology? Zapier is seeking an enthusiastic and customer-centric Customer Success Specialist to join our fully remote team. In this pivotal role, you will be the trusted advisor and advocate for our diverse customer base, guiding them through their journey with Zapier’s powerful automation platform. You’ll engage with users at various stages, from onboarding and adoption to retention and expansion, ensuring they achieve their desired outcomes and experience continuous value from our product.
This role is ideal for someone who thrives in a remote collaboration environment, possessing exceptional communication skills (both written and verbal) and a knack for understanding complex technical concepts to translate them into simple, actionable solutions. You’ll work closely with product, engineering, and support teams to champion customer needs, identify trends, and contribute to the ongoing improvement of our platform and user experience. If you’re self-motivated, organized, empathetic, and eager to make a tangible impact on customer success within a leading SaaS company, we encourage you to apply. Your ability to build strong relationships remotely, anticipate challenges, and proactively offer solutions will be key to your success and our customers’ continued satisfaction.
Key Responsibilities
- Proactively engage with customers to understand their goals, identify potential challenges, and provide tailored solutions to maximize their use of Zapier.
- Guide customers through effective onboarding processes, ensuring successful integration and product adoption.
- Monitor customer health and usage patterns, proactively reaching out to at-risk accounts and celebrating successes.
- Serve as the primary point of contact for a portfolio of customers, building strong, long-lasting relationships.
- Educate customers on new features, best practices, and advanced automation strategies.
- Collaborate with internal teams (Product, Engineering, Sales, Support) to relay customer feedback, influence product roadmap, and resolve escalated issues.
- Develop and maintain expert knowledge of Zapier's product, features, and relevant integrations.
- Contribute to the creation of customer success resources, including documentation, tutorials, and webinars.
- Identify opportunities for account expansion and renewal, collaborating with sales when appropriate.
Required Skills
- 2+ years of experience in Customer Success, Account Management, or a similar client-facing role, preferably in SaaS.
- Exceptional written and verbal communication skills, with the ability to articulate complex technical concepts clearly.
- Strong problem-solving abilities and a proactive approach to identifying and addressing customer needs.
- Demonstrated empathy and a genuine desire to help customers succeed.
- Proficiency with CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
- Excellent organizational and time management skills, with the ability to manage multiple priorities effectively in a remote setting.
- Comfortable working independently and as part of a distributed, collaborative team.
- A strong understanding of web applications, APIs, and business process automation concepts.
Preferred Qualifications
- Bachelor's degree in Business, Communications, Marketing, or a related field.
- Experience working with Zapier or other automation platforms.
- Familiarity with project management methodologies and tools.
- Analytical mindset with the ability to interpret data to inform customer strategies.
- Prior experience in a fully remote work environment.
Perks & Benefits
- Competitive salary and equity opportunities.
- Comprehensive health, dental, and vision insurance for you and your family.
- Generous paid time off and parental leave.
- Flexible remote work environment – work from anywhere you're most productive.
- Stipends for home office setup and co-working spaces.
- Opportunities for professional development and continuous learning.
- Retirement plan with company matching contributions.
- Quarterly company-wide virtual retreats and team-building events.
- A supportive, inclusive, and collaborative company culture.
How to Apply
Ready to help millions of users automate their world? We encourage you to click the ‘Application Link’ below to explore this opportunity further and submit your application directly through our careers portal. Please ensure your resume and cover letter highlight your relevant experience in customer success and your comfort with remote collaboration.