Customer Success Specialist

Process Street is an AI software and compliance operations platform startup from San Francisco, dedicated to helping customers build, document, automate, and track recurring workflows. Our mission is to make recurring work fun, fast, and faultless for teams everywhere. We foster a collaborative remote culture valuing flexibility, autonomy, and impact, with team members spread across multiple time zones.

About the Role:

This is an early-career Customer Success role designed for rapid growth alongside an experienced team. You'll be at the forefront of helping our global customers derive maximum value from our platform, acting as a key partner in their journey from initial implementation to large-scale adoption. Success in this role means a deep understanding of customer needs and a proactive approach to ensuring their success.

Where and When You'll Work:

This is a fully remote role open to candidates based outside of the United States. You will primarily work US business hours, focusing on Pacific Time (PT), with flexibility to support customers across PT, MT, and CT, given you'll be supporting US-based customers.

What You'll Do:

• Build trusted relationships with customers, understanding their unique operational workflows and strategic goals.
• Plan and guide new customers through effective implementation, onboarding, and training processes.
• Provide ongoing support to existing customers by addressing inquiries, showcasing new features, and conducting Quarterly Business Reviews.
• Contribute to developing and improving our support systems, including in-product guides, webinars, and our Help Center.
• Collaborate with other departments to integrate customer feedback into the product roadmap and company strategy.
• Identify and creatively pursue expansion and referral opportunities based on strong customer relationships.
• Track key metrics such as churn, time to first value, and Net Promoter Score.
• Experiment with new strategies, tools, and AI to enhance customer success and personal productivity.
• Consistently uphold our core value of "Delighting Customers."

About You:

• Customer Experience: You have prior experience working directly with customers or clients and genuinely enjoy it.
• Entrepreneurial Spirit: You come from a startup, entrepreneurial, or build-it-yourself environment, demonstrating resourcefulness and comfort with ambiguity.
• Goal-Oriented: You are a self-starter driven by outcomes, proactively setting and achieving goals without constant direction.
• Strategic & Creative Thinker: You possess the ability to identify new opportunities and develop innovative approaches to pursue them.
• Relationship Builder: You have a natural enthusiasm for connecting with people, understanding their businesses, and finding ways to improve their operations.
• Tech & AI Enthusiast: You actively use AI and automation tools, are curious about technology, and enjoy experimenting to help customers build sophisticated workflows.
• Lifelong Learner: You are energized by new ways of working and bring a positive attitude that inspires others.
• Excellent Communicator: You possess strong written and verbal communication skills, essential for a distributed team where writing is a primary communication method.

Our Benefits:

• Unlimited PTO Policy: Encouraging a healthy work-life balance with ample time off, plus a company-wide week off in December.
• Social Connection: Regular virtual events like coffee chats, games, and story-telling to foster team bonds.
• Health Insurance: Generous coverage for US employees and their families.
• Equity: Stock options for all full-time roles.
• Impact: A chance to shape the future of no-code automation for companies worldwide.

Process Street is committed to creating an inclusive environment where everyone can grow. We encourage applications from all backgrounds, identifying with the role and feeling excited to contribute.

We are proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.