Customer Success Specialist (Mid-level)

About the Company & Product

Codewing Solutions is a technology company that builds and operates multiple SaaS and digital products used by customers globally.

Tripcart is one of Codewing Solutions’ core SaaS products. Tripcart helps tour operators build high-performance tour booking websites, with a strong focus on SEO, online bookings, and long-term business growth.

Tripcart is used by tour operators from different parts of the world, serving customers across multiple countries and markets.

This role is hired by Codewing Solutions, and you will work full-time on the Tripcart product.

Role Overview

We are hiring our first Customer Success Specialist for Tripcart.

This is a hands-on, individual contributor role with no people-management responsibilities.

Your core responsibility is simple and critical:

Ensure customers understand Tripcart, adopt it properly, and confidently continue using it.

You will work closely with customers through video calls, screen-sharing, and proactive follow-ups, especially during onboarding, adoption, and post-subscription phases.

Reporting & Collaboration

This role will work closely with the Founders and initially report directly to the Founders as the Customer Success function is being established. 

You will collaborate regularly with Product, Engineering, Customer Support, Sales, and Marketing teams to ensure customers succeed and receive a consistent experience.

Key Responsibilities

1. Own customer onboarding and activation

• Proactively engage users who sign up but do not create tours
  
• Help customers reach their first meaningful outcome on Tripcart
  
• Guide customers step by step without overwhelming them
  

2. Lead customer video calls (non-negotiable)

• Conduct onboarding calls, walkthroughs, and success check-ins
  
• Confidently lead Zoom or Google Meet calls with screen-sharing
  
• Explain Tripcart clearly to non-technical customers
  
• Structure calls with clear agendas, guidance, and next steps
  

3. Drive adoption and confidence (not sales)

• Engage genuine companies with partial setups (for example, one tour or incomplete website)
  
• Help customers evaluate Tripcart properly and see how it fits their business
  
• Guide customers toward best practices without selling or pushing
  

4. Support premium customers post-subscription

• Proactively check in with premium customers
  
• Ensure they are using key features correctly
  
• Identify confusion, under-usage, or risk early and act on it
  

5. Own customer outcomes and coordination

• Act as the customer’s main point of accountability
  
• Coordinate with Support and Migration teams when needed
  
• Ensure customers do not feel lost between teams
  

6. Share customer insights internally

• Capture recurring questions, objections, and friction points
  
• Share clear feedback with product and leadership
  
• Help improve onboarding, documentation, and messaging over time
  

What This Role Is NOT

• Not a support ticket role
  
• Not a sales or quota-carrying role
  
• Not a migration execution role
  
• Not a people-management role
  

This role owns customer outcomes, not tasks.

Required Skills & Experience

Must-have

• 2–5 years experience in Customer Success, SaaS onboarding, implementation, or technical account management
  
• Comfortable leading customer video calls and screen-sharing
  
• Strong written and verbal communication skills
  
• Structured, organized, and proactive in follow-ups
  
• Strong sense of ownership and accountability
  

Strong Plus

• Experience with website builders, CMS, or SaaS dashboards
  
• Basic understanding of SEO, online payments, or booking systems
  
• Experience working with SMB or non-technical customers
  
• Experience communicating with international customers
  

Personality Fit

You will do well in this role if you are:

• Calm, confident, and clear in communication
  
• Empathetic but decisive
  
• Comfortable guiding customers toward action
  
• Able to work independently without rigid playbooks
  
• Curious about customer problems and product usage
  

How Success Will Be Measured

Within 3–6 months, success looks like:

• More users creating tours after signup
  
• Better trial-to-paid conversion from genuine businesses
  
• Premium customers adopting Tripcart more fully
  
• Fewer confused or silent customers
  
• Clear, actionable customer feedback reaching the product team