Customer Success & Product Support Specialist (B2B SaaS)

Company: TermScout

Location: Remote – India

Engagement Type: Full-Time Independent Contractor

Experience: 2–3 Years Preferred

Work Schedule: EST & CST Business Hours

Department: Customer Success

Reports To: Customer Success Lead

Application Form: https://forms.gle/XicQyE889Fr6sUsA8

About TermScout

TermScout is a U.S.-based B2B legal technology company helping businesses understand, evaluate, and manage contracts through AI-powered SaaS solutions.

Our platforms, Certify™ and TrustMark™, help organizations assess contractual risks, improve transparency, and make more informed business decisions.

We are looking for a Customer Success & Product Support Specialist to support our business customers, improve product adoption, and deliver an excellent B2B customer experience.

About the Role

As a Customer Success & Product Support Specialist, you will support business customers throughout their journey, from onboarding and product training to troubleshooting, product adoption, and ongoing account support.

You will work closely with our Customer Success Lead and collaborate with Product and Engineering to ensure customers receive timely assistance, understand our platforms, and successfully adopt our solutions.

This role is ideal for someone with foundational B2B customer support or SaaS experience who enjoys learning technology, solving problems, and creating helpful product resources.

Key Responsibilities

1. B2B Customer Support & Onboarding

- Respond to inquiries from business customers professionally and promptly.
- Assist with onboarding new B2B accounts, account setup, and product walkthroughs.
- Help customers understand and use Certify™ and TrustMark™ effectively.
- Troubleshoot basic product issues and escalate technical concerns when necessary.
- Track customer requests and ensure timely follow-ups and resolution.
- Support customer stakeholders and users throughout the onboarding process.

2. Product Documentation & Training

- Create and maintain product documentation, help articles, FAQs, and user guides.
- Help improve customer training materials.




- Assist with customer-facing product announcements and release notes.
- Partner across teams to keep documentation current as product features and workflows change.
- Support product training sessions for business customers.

3. B2B Customer Success Operations

- Maintain accurate customer account records, interactions, and follow-up activities.
- Monitor product usage, engagement, and adoption across customer accounts.
- Identify potential adoption challenges and escalate customer concerns.
- Assist with customer retention, renewal preparation, and account health monitoring.
- Coordinate with internal teams to address customer needs and requests.
- Support the Customer Success Lead with day-to-day customer success operations.

4. Customer Communication

- Manage B2B customer conversations and support requests through Intercom.
- Assist with customer engagement campaigns, product announcements, and follow-ups.
- Help maintain customer segments, messaging workflows, and support resources.
- Track recurring customer questions and recommend improvements to communication processes.

5. Collect Customer Feedback

- Identify and document bugs, usability issues, and customer feedback.
- Collaborate with Product and Engineering to report and track issues.
- Share customer insights to help improve product usability and customer experience.

Required Qualifications

- Strong written and verbal English communication skills.
- Ability to communicate professionally with business customers and stakeholders.
- Strong organizational skills and attention to detail.
- Ability to learn new SaaS applications and explain product features clearly.
- Comfortable using digital tools, CRM platforms, and web-based applications.
- Strong problem-solving skills and a customer-focused mindset.




- Ability to manage multiple tasks, meet deadlines, and follow through independently.
- Reliable internet connection and a suitable remote working environment.
- Availability to support U.S.-based business customers during U.S. EST & CST hours.

Preferred Qualifications

- 2–3 years of experience in B2B customer support, B2B customer success, or a B2B SaaS setting.
- Experience supporting business customers through onboarding, product assistance, or account management.
- Experience creating product documentation and demonstration, help articles, user guides, or training materials.
- Familiarity with Intercom, HubSpot, or similar customer support and CRM platforms but not required.
- Basic understanding of AI-powered applications, SaaS workflows, and software troubleshooting.

What We Offer

- Fully remote opportunity with a U.S.-based B2B SaaS company.
- Competitive monthly compensation paid in USD.
- Structured onboarding and hands-on product training.
- Exposure to AI-powered SaaS and legal technology.
- Collaboration with Customer Success, Product, and Engineering teams.
- Opportunities to develop B2B customer success, product training, and technical support skills.
- Performance-based compensation reviews and professional growth opportunities.

Compensation & Contractor Engagement

- Compensation is paid monthly in USD through our designated contractor payment platform.
- Compensation adjustments are based on the 30-60-90 Days Performance.
- This is an independent contractor engagement governed by the applicable contractor agreement and local laws.

How to Apply

Interested candidates are requested to submit their applications exclusively through the application form provided.

Please upload your updated resume highlighting your experience in B2B customer support, customer success, SaaS, or product documentation.

Candidates are also encouraged to share examples of help articles, user guides, product demonstrations, or training materials they have created, if available.

Please note that only applications submitted through the official application form will be considered.

📌 Customer Success & Product Support SpecialistB SaaS) (India)
🏢 TermScout
📍 India