Customer Success Specialist

Muvr is building the future of on-demand logistics and moving services. Our platform connects customers with trusted drivers and crews to deliver large items quickly and reliably. Customer Operations within PartnerOps helps customers realize value quickly, receive fast resolution when issues arise, and experience consistent, reliable service through strong processes, clear SLAs, and disciplined cross-functional execution.

The Customer Success Specialist, Customer Operations manages day-to-day execution for a portfolio of customers across onboarding, training, adoption, case triage, and health monitoring. You will act as the operational quarterback, helping customers reach first value, ensuring issues are routed correctly with strong escalation discipline, and capturing feedback in a structured way for Product and Operations.

This role is ideal for someone who is customer-facing and empathetic, but also process-driven, detail-oriented, and comfortable enforcing standards, documenting thoroughly, and operating within defined SLAs.

• Run onboarding for new customers, including kickoff, requirements capture, configuration steps, and readiness checks.
• Coordinate internal dependencies across Operations, SupportOps, and Product to remove blockers and meet go-live criteria.
• Maintain onboarding plans with clear milestones, owners, and timelines.
• Communicate status clearly and proactively to customers, including what is complete, what happens next, and who owns each step.
  

• Drive adoption through proactive outreach, training sessions, and lightweight success plans for smaller accounts.
• Deliver repeatable enablement materials such as onboarding guides, quick-start steps, FAQs, and short recordings when needed.
• Run re-engagement plays for low-usage or at-risk accounts using defined triggers and time-bound action plans.
• Identify workflow friction and recommend fixes, education, or process improvements that increase consistent product and service usage.
• Use AI tools and AI-supported workflows to improve customer communication quality, follow-up consistency, enablement output, and execution speed.
  

• Own day-to-day case triage by classifying issues, routing them correctly, setting expectations, and managing them through closure.
• Escalate issues using defined severity standards and complete escalation packets, including context, impact, urgency, timeline, and reproduction steps when applicable.
• Maintain SLA discipline and communicate honestly and clearly, without vague commitments or silent delays.
• Ensure every case includes complete documentation with summary, timeline, ownership, resolution, and prevention notes.
  

• Monitor customer health indicators such as usage, adoption, issue volume, resolution times, and satisfaction signals.
• Maintain an at-risk list and run interventions with clear actions, owners, and follow-up timelines.
• Support QBR preparation and execution for assigned accounts through scorecards, key themes, decisions, and tracked follow-ups. Smaller accounts may receive a lighter-touch review cadence.
• Surface leading risk indicators early so action can be taken before churn or dissatisfaction escalates.
  

• Keep CRM and customer success records current, including contacts, lifecycle stages, onboarding status, health fields, and structured notes.
• Capture product and operational feedback in a usable format, including category, frequency, example cases, impact, and recommended next steps.
• Propose process improvements, templates, and automation opportunities that reduce repeat tickets and operational workload.
• Contribute to knowledge base and enablement assets that reduce support burden and improve customer self-sufficiency.
• Help identify where AI agents or agentic workflows can support recurring tasks such as follow-up drafting, account research, meeting prep, issue summarization, knowledge retrieval, and customer enablement preparation.
  

• Every active customer issue must have a single owner, a clear next step, and a firm due date.
• No commercial negotiation. Renewals, pricing, and upsells are owned by Revenue or designated CSM stakeholders. This role provides operational truth and execution support only.
• Single source of truth discipline is required. If it is not logged correctly, it did not happen.
• SLA integrity and honest communication are essential. No overpromising.
• Escalation discipline matters. Follow the defined severity ladder and escalation packet standards.

• 2+ years of experience in Customer Success, Account Management, Customer Support, or Customer Operations. SaaS, platform, or marketplace experience is preferred.
• Strong written and verbal communication skills, with confidence leading onboarding calls and training sessions.
• Strong triage instincts, including the ability to prioritize effectively, separate signal from noise, and drive issues to closure.
• Experience using CRM and support tools such as HubSpot or Salesforce, plus Zendesk, Intercom, or similar platforms.
• Strong organization and follow-through while managing multiple onboarding tracks and open issues in parallel.
• Comfort coordinating cross-functionally with Operations, Product, Engineering, and Support teams.
• Practical experience using AI tools to improve productivity, communication quality, documentation, summarization, research, or workflow execution.
• Experience using AI agents, agentic workflows, or automation systems to support recurring work such as customer follow-ups, account research, meeting prep, note capture, knowledge retrieval, workflow routing, issue summarization, or enablement preparation.
  

• Experience with integrations, APIs, or technical onboarding.
• Basic analytics skills, including Excel, basic SQL, or interpreting usage dashboards.
• Experience creating or maintaining knowledge base content or customer education materials.
• Familiarity with customer success operations systems such as health scoring, playbooks, and lifecycle automation.
• Familiarity with tools and systems such as Slack, Google Workspace, ChatGPT, ClickUp, Hubstaff, HubSpot, Salesforce, Zendesk, Intercom, and other role-relevant platforms.