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Caplena

Customer Success Specialist

Caplena

Customer Success Specialist ensuring customer satisfaction for Caplena's AI feedback tool. Support customers in projects, providing insights and training while optimizing processes.

Posted 4/11/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact
  • Respond to customer inquiries as first-level support, pre-selecting and coordinating with the appropriate internal teams for resolutions if required
  • Continuously optimise support processes by creating training resources and categorising queries
  • Conduct project briefings and requirement gathering with customers
  • Handle data tasks such as file assessment, restructuring and preparation for import
  • Coordinate internal or freelance language specialists
  • Present results to clients and handle change requests
  • Stay up to date with product knowledge and industry trends
  • Take over ownership of knowledge base: keep content up to date, improve structure, add new content and create specific instructional videos
  • Conduct training sessions for customers on basic product functionalities and progress to more advanced training as expertise develops

Requirements

What you’ll need
  • Proven professional experience in customer success, market research or similar role
  • Strong project management skills
  • Excellent professional communications skills, both written and verbal
  • Fluency in English and German
  • Affinity for data handling & data analysis
  • Analytical mindset with the ability to troubleshoot user-level technical issues
  • Ability to adapt to a dynamic work environment and learn new technologies

Benefits

Comp & perks
  • Exciting growing product
  • Competitive salary
  • Quick and inclusive decision making
  • Capable, driven and down-to-earth team
  • MacBook Air
  • Flexible working hours, and remote opportunity
  • Equity

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data handlingdata analysisproject managementtechnical troubleshootingcustomer training
Soft Skills
communicationanalytical mindsetadaptabilityownershipcoordination