Customer Success Specialist

Customer Success Specialist About TrakCost TrakCost is a cloud-based ERP and construction cost management platform designed to help contractors, construction companies, and freelance engineers manage their projects and streamline financial operations. We make professional construction management software accessible and affordable for small and medium-sized businesses. We are looking for a Customer Success who will own the entire customer journey, from the first inquiry to paid subscription, onboarding, and long-term customer satisfaction. Role Overview You will be responsible for converting interested prospects into customers by understanding their business needs, demonstrating TrakCost's value, guiding them through their free trial, and ensuring they successfully implement the platform. Your primary goal is to turn qualified leads into active, satisfied customers. Key Responsibilities 1. Lead Management & Sales Conversion Respond promptly to incoming leads. Contact and qualify potential customers based on company size and software requirements. Understand each prospect's existing workflow and identify how TrakCost can solve their problems. Conduct online product demonstrations tailored to each customer's needs. Maintain an organized CRM pipeline and ensure no qualified lead is lost due to poor follow-up. 2. Free Trial Activation & Conversion Personally guide prospects through account registration and initial setup. Ensure trial users successfully complete their first meaningful actions on the platform. Help customers create their first project, add cost items, and understand the financial reports relevant to their work. Proactively contact inactive trial users to identify and resolve adoption barriers. Create personalized follow-up plans to encourage trial-to-paid conversion. Identify the reasons prospects abandon their trials and provide actionable feedback to management. 3. Customer Onboarding & Implementation Conduct onboarding sessions for new subscribers. Help customers configure their accounts according to their business workflows. Provide practical training on relevant TrakCost modules. Ensure customers can independently use the platform for their daily operations. Track onboarding progress and confirm successful implementation. 4. Customer Support & Retention Act as the primary point of contact for assigned customers. Answer product questions and resolve basic technical or operational issues. Coordinate with the development team to resolve complex technical problems. Proactively monitor customer engagement and identify customers at risk of cancellation. Build long-term relationships that encourage subscription renewals and plan upgrades. Collect customer feedback and communicate product improvement opportunities. 5. Reporting & Process Improvement Maintain accurate records of all customer interactions and pipeline stages. Prepare weekly reports covering lead conversion, trial activation, paid subscriptions, and customer retention. Identify bottlenecks in the sales and onboarding processes. Help develop sales scripts, onboarding checklists, FAQs, and customer support procedures. Recommend improvements to increase conversion rates and reduce churn. Must Have Requirements 1–3 years of experience in Inside Sales, Customer Success, Account Management, or SaaS Sales. Excellent communication, presentation, and negotiation skills. Strong follow-up discipline and ability to manage multiple prospects simultaneously. Comfortable conducting online demonstrations and training sessions. Ability to understand customers' problems and translate software features into business benefits. Strong organizational skills and experience using CRM tools. Fluency in Arabic and good command of English. A proactive, customer-focused, and results-driven mindset. Preferred Qualifications Experience selling or supporting SaaS, ERP, accounting, or business management software. Background or familiarity with construction, contracting, engineering, or project management. Experience improving free-trial activation and trial-to-paid conversion. Ability to explain financial and operational workflows to nontechnical customers. Show more