Customer Success Specialist

Company: Propel Up LLC
Product: PropelOne
Experience: 2+ Years
Location: India
Employment Type: Full-Time
Client Base: United States

About PropelOne

PropelOne is an all-in-one field service management platform designed to help service-based businesses streamline their operations, manage customers, schedule jobs, dispatch technicians, handle estimates and invoices, manage inventory, and oversee business performance.

We are looking for a proactive and customer-focused Customer Success Specialist with at least 2 years of experience managing US-based clients. The ideal candidate will be responsible for building strong client relationships, ensuring successful product adoption, resolving customer concerns, and helping clients maximize the value of PropelOne.

Key Responsibilities

1. Client Relationship Management

- Serve as the primary point of contact for assigned US-based clients.
- Build and maintain strong, long-term customer relationships.
- Conduct regular client check-ins, follow-ups, and review meetings.
- Understand client business operations, challenges, and expectations.
- Ensure timely communication and a positive customer experience.

2. Client Onboarding & Product Training

- Manage end-to-end client onboarding and implementation.
- Understand client workflows and assist with configuring PropelOne accordingly.
- Conduct product demonstrations, training sessions, and walkthroughs.
- Help clients understand and effectively use different platform modules.
- Ensure smooth adoption and successful transition to PropelOne.

3. Issue Management & Coordination

- Understand, document, and manage client-reported issues.
- Coordinate with development and QA teams to investigate and resolve technical issues.
- Track issues through resolution and ensure proper client communication.




- Take complete ownership of customer concerns until closure.
- Follow up with clients to confirm resolution and satisfaction.

4. Product Knowledge & Customer Success

- Develop solid knowledge of PropelOne modules, features, and workflows.
- Proactively identify opportunities to improve product adoption and customer satisfaction.
- Gather client feedback and communicate feature requests to the product team.
- Help clients understand new features, product updates, and enhancements.
- Identify potential customer dissatisfaction and take proactive steps to prevent churn.

5. Account Management & Reporting

- Maintain accurate records of client interactions, action items, and follow-ups.
- Prepare meeting agendas, meeting minutes, and client status reports.
- Monitor customer engagement, product adoption, and outstanding issues.
- Ensure all client commitments and deliverables are tracked and completed.
- Identify opportunities for account growth and additional product adoption.

Required Qualifications & Skills

- Minimum 2+ years of experience in Customer Success, Client Success, Account Management, or Customer Support.
- Proven experience managing US-based clients and understanding US business communication standards.
- Excellent verbal and written English communication skills.
- Experience conducting client meetings, product demonstrations, and training sessions.
- Strong problem-solving, analytical, and troubleshooting abilities.




- Ability to manage multiple client accounts and priorities independently.
- Strong follow-up skills, accountability, and attention to detail.
- Comfortable working with cross-functional teams, including developers, QA, and product managers.
- Ability to work in US time zones as required.

Preferred Qualifications

- Experience working with SaaS products or B2B software platforms.
- Experience with Field Service Management (FSM), CRM, ERP, or business management software.
- Familiarity with industries such as HVAC, plumbing, electrical, and other home service businesses.
- Understanding of customer onboarding, implementation, retention, and product adoption processes.

Key Performance Indicators (KPIs)

- Customer satisfaction and client retention.
- Successful and timely client onboarding.
- Product adoption and feature utilization.
- First response and issue resolution time.
- Timely closure of customer issues and action items.
- Quality of client communication and follow-ups.
- Client engagement and relationship development.

Ideal Candidate Profile

We are looking for someone who takes ownership, thinks independently, and does not wait for instructions to move things forward. The ideal candidate should be comfortable communicating directly with US business owners, understanding their operational challenges, coordinating with internal technical teams, and ensuring that every customer concern receives proper attention.

This role requires someone who is proactive, organized, technically curious, solution-oriented, and committed to delivering an exceptional customer experience.

If you enjoy working with clients, solving problems, and helping businesses succeed through technology, we would love to hear from you.

Pay: ₹400,000.00 - ₹700,000.00 per year

Benefits:

- Work from home

Work Location: Remote

📌 Customer Success Specialist (India)
🏢 PropelOne
📍 India