Remote Customer service Jobs · SaaS

Manage a portfolio of strategic client accounts to foster long-term business relationships. Increase client satisfaction through regular meetings to understand business needs and objectives. Act as a technical expert and evangelist to train and upskill teammates within Azure.

Guide new customers through the onboarding process, ensuring a positive introduction to CoinGecko’s API service. Build and maintain strong customer relationships with key accounts, acting as their main point of contact. Provide prompt and efficient customer support via various channels and troubleshoot customer issues.

• Deliver a world-class support experience to global customers via email, chat, and video.
• Troubleshoot technical issues across AI agents, integrations, workflows, and prompt behavior with speed and precision.
• Drive rapid resolution of high-priority issues, escalating to Product, Engineering, or QA when needed.

• Act as the main point of contact, aligning client goals with H1’s capabilities and guiding process improvements.
• Build strong stakeholder relationships to drive adoption, share feedback, and influence the product roadmap.
• Drive success metrics such as NPS, CSAT, and ARR growth.

• Deliver efficient support across email and chat, ensuring a customer-centric experience.
• Collaborate with internal teams to resolve issues and identify improvement opportunities.
• Take ownership of specialized areas and mentor junior colleagues.

• Resolve customer queries directly via help desk.
• Monitor team performance and ticket queues to ensure prompt resolution.
• Maintain and update internal and external support content based on common queries.

The Director, Customer Support – EMEA will lead and oversee both the Service and Technical Support teams within the EMEA region, driving operational excellence and customer satisfaction. This leader will define and execute the regional support strategy, ensuring exceptional service delivery and a unified, scalable model that aligns with global Customer Support objectives. They will be responsible for regional performance, customer engagement, and cross-functional collaboration.

• Lead the Client Success organization, including Client Management, Customer Success Engineering, Support, and Education Services.
• Drive retention excellence by ensuring clients renew subscriptions and achieve target retention metrics.
• Develop expansion revenue through strategic upselling/cross-selling initiatives and client advocacy programs.

Lead a team of Senior CSMs responsible for the day-to-day customer relationships and success planning, driving product adoption, Segment usage, customer satisfaction, and advocacy. Act as the point of escalation for our largest and most complex customers, forming advisory relationships with our customer champions and executive sponsors. Own the ultimate success of our customers, ensuring full adoption and value realization of the Segment platform.

You will be a senior leader responsible for driving retention, expansion, and customer satisfaction by strategically scaling our Customer Success function within a fast-growing EdTech SaaS environment. You will lead and evolve the team, bringing senior executive experience, deep operational rigor, and a strong, data-driven methodology. The Central region encompasses TX, OK, KS, MO, MN, IA, and WI. This role requires approximately 30% travel.