Customer Solutions Specialist

Remote / Hybrid (Kraków)

Certifier is a B2B SaaS platform for digital credentials (certificates, badges, achievements) used by 2,000+ organisations including Guinness World Records, Duolingo, NationalGeographic and L'Oréal. We're a 22-person team backed by leading EU venture funds. The product is moving fast (new features almost every week) and that's why we're hiring: we need someone to help us close the gap between what Certifier can do and what a customer's actual setup looks like.

You'll be Certifier's first Customer Solutions Specialist, joining our Customer Success team as the layer that shows up wherever a customer or deal needs more than a standard setup - SSO, API integrations, bulk setups, custom configuration, all of it. That includes owning implementation for new customers, supporting technical discovery on our bigger customers, and stepping in when an existing account hits a technical issue that needs deeper expertise.

You'll work closely with Customer Success on a daily basis, as well as with Product and Engineering when needed. Your work will directly impact how well we onboard and support larger, more technical customers. The scope described below may change slightly depending on the cooperation model that suits you best.

• Support onboarding and go-live: join calls with the person responsible for Customer Success for the account, map each customer's specific workflow, and help drive setup forward from kickoff all the way to a confident launch
• Handle the technical setup: SSO, API integrations, bulk data configuration, and custom use cases - including finding workarounds and creative solutions when a customer's specific setup doesn't fit our standard playbook, especially for our more complex and enterprise accounts, so customers hit go-live without technical surprises.
• Keep implementation on track:  track open setup tasks, follow up with customers before they have to chase you, and make sure every piece is in place well before go-live day.
• Support strategic and enterprise customers: work with Sales Team on technical or security-heavy calls, answering integration and setup questions that can otherwise stall a complex evaluation.
• Help existing customers with technical issues: step in when an account runs into something that needs deeper technical digging - a broken integration, a data mapping issue, a configuration that stopped working - and see it through to resolution.
• Shape how we implement: flag patterns you notice across customers and work with Product and Customer Success to continuously improve our setup process, not just fix individual accounts.

• Has 2-5 years of customer-facing experience in tech or B2B SaaS: implementation, onboarding, customer success, account management, or customer support - you know what it takes to guide a customer from "we bought this" to "this works." Experience on a CEE-based team serving US/global markets is a strong signal, ideally at a company in a similar stage (Seed-Series A/B, 20-100 people, product-led).
• Is fluent in professional English: you're comfortable running calls, preparing documentation, and writing clear follow-ups with customers, day in and day out.
• Has a customer-first, solution-oriented mindset: when something doesn't work the way a customer expects, you find a path forward rather than a reason it can't be done. This role is built around figuring things out, not following a fixed script.
• Can genuinely troubleshoot, not just configure: you can dig into a broken integration or a webhook that isn't firing, figure out what's actually wrong, and either fix it or know exactly who to bring in - you don't need to write code, but you think like someone who could.
• Has hands-on experience with: integration tools like Zapier, Make, n8n, or reading API documentation, as well as worked with CRM or customer success tooling (HubSpot, Intercom, or similar).
• Is proactive and hands-on in daily work: you follow up without being asked, notice when something's about to slip, and close the loop before it becomes a problem.
• Is comfortable supporting technical sales conversations: for our larger, more complex deals, you'll regularly join Sales to run technical discovery and answer integration or security questions.

• Familiarity with security/compliance concepts (ISO, SOC 2, GDPR, data residency).
• Polish or Ukrainian language skills (internal communication occasionally uses Polish and Ukrainian, but not required).

• Competitive compensation:  8 200 - 13 800 PLN (2 200 - 3 700 USD) in base compensation, depending on your experience and contract type.
• Flexible cooperation format: We are open to different ways of working. You can work from our office in Kraków or fully remotely from anywhere in the world. We are also flexible on the type of contract, including an employment contract (umowa o pracę), independent subcontractor format, or a civil-law contract such as umowa zlecenia.
• Bonuses: A remuneration bonus may be available after completion of business targets and objectives - that’s something that we are open to discussing during the process.
• Benefits (adapted to your contract type): Private health insurance and sports card (Medicover), equipment provided by us, learning/conference budget, paid time off, team off-site trips, top-tier tools (HubSpot, Intercom, Amplitude, Claude, Loom, etc). 
• Culture: No juniors and trainees. No time tracking. Remote-first with flexible hours. We care about what ships, not when you're online - you decide when and where you work.

1. CV check and initial email correspondence
2. Screening: a 45-minute meeting with HR to get to know each other, discuss your experience, and answer any initial questions. 
3. Test task: a short async task shared by HR. We're looking for how you think, how you communicate, and how you approach something you haven't seen before
4. Interview with the people you'd work with: approximately 60 minutes with members of the customer-facing team and company leadership to discuss your test task, experience, and how we would work together. 

You've read this far and still not sure about the fit? Just apply and let's talk. We're a small team (yet), and we take care of people who love solving problems for customers and want real ownership over how they do it. Might be exactly what you're looking for.