Customer Success Specialist

Role Summary

About hireworks

hireworks is building a community of top talent in key international markets by unlocking unparalleled access to positions at leading U.S. based companies. As your employer, hireworks will ensure you have a seamless interview, onboarding, and employee experience - providing ongoing support and resources along the way. Established in 2023, hireworks is forging corp-to-corp relationships with leading U.S. based organizations looking to grow their teams with best-in-class talent around the world. Working with hireworks means unlocking access to a network of local peers and mentors and career opportunities through our client network.

About our client

Our client is an AI-native customer engagement platform built for ecommerce brands. Unlike traditional marketing automation platforms that rely on manual rules, segments, and campaigns, they uses algorithmic decision-making to determine the right message, channel, timing, and product recommendation for every customer interaction. By combining email, SMS, onsite experiences, identity resolution, and AI-driven personalization into a single platform, they helps brands increase revenue while reducing operational complexity.

About the Position

We're looking for a detail-oriented, people-first Customer Success Specialist to own the onboarding experience for new clients. This role sits at the intersection of relationship management, project coordination, and product enablement, and is ideal for someone who thrives on structure, clear communication, and helping others succeed.

Responsibilities

• Lead end-to-end onboarding for new clients, managing timelines, deliverables, and stakeholder communication from kickoff through go-live
• Serve as the primary point of contact during the onboarding phase, setting clear expectations and proactively surfacing risks or blockers
• Build and maintain organized onboarding materials, project trackers, and client-facing documentation
• Coordinate cross-functionally with Sales, Product, and Support to ensure a seamless handoff and consistent client experience
• Facilitate training sessions and walkthroughs tailored to each client's use case and technical comfort level
• Tactically take care of the technical onboarding steps when appropriate
• Contribute to the continuous improvement of onboarding processes, playbooks, and templates
• Maintain accurate records of client interactions, milestones, and follow-ups in internal systems

Requirements

• 3+ years in a customer-facing role, ideally in SaaS, MarTech, or a similarly fast-paced tech environment
• Exceptional written and verbal communication — you write clear, professional emails and run tidy, productive meetings
• Strong organizational skills; you juggle multiple clients and workstreams without dropping a ball

Strong work ethic; comfortable working in a nimble, fast paced environment.

• Comfortable and confident working in Bootcamp, Google Suite (Docs, Sheets, Slides, Calendar), and Slack as core day-to-day tools
• Ability to simplify complex concepts for non-technical audiences
• A proactive, ownership-oriented mindset — you follow up without being asked and close loops naturally
• Experience working cross-functionally with Sales, Product, or Support teams
• Able to quickly ramp on new technologies & platforms
• Not required, but preferred previous experience in running or building an email program

Benefits

hireworks is cultivating a growing community of top talent across Colombia. In addition to unlocking access to positions at top tier U.S. based companies, we offer a variety of benefits to enhance your experience:

• Competitive Pay - compensation that reflects your experience and accomplishments
• Remote Flexibility - work from anywhere in Colombia
• Paid Time Off - ample vacation days to rest and recharge
• Public Holidays - all Colombian federal holidays are fully paid days off