Customer Success Specialist

We build innovative digital products for the modern workplace in the Cloud, and we need your help!

Workai is an AI-powered Employee Experience Platform used by enterprises like Żabka, PKO Bank Polski, T-Mobile, Decathlon, and Deutsche Vermögensberatung (DVAG). We help large organizations transform their internal communication, knowledge sharing, and employee engagement.

Responsibilities:

Customer relationship management and growth:

• managing relationships with mid-market Customers and building long-term partnerships,

• acting as the first point of contact for Customers and ensuring a high level of satisfaction,

• conducting status meetings, training sessions, and ongoing communication with Customers,

• monitoring Customer needs, satisfaction, and engagement, analyzing feedback, and proactively responding to potential risks,

• identifying opportunities to expand cooperation and increase platform adoption,

• documenting cooperation progress, arrangements, and key Customer-related information,

• supporting the renewal process and activities related to Customer growth.

Onboarding and implementations:

• co-leading Customer onboarding processes – both in terms of training and implementation project coordination,

• planning, delegating, and coordinating tasks carried out by internal and external teams, as well as verifying results.

Support and cross-team collaboration:

• supporting the first-line support team with more complex Customer issues and topics,

• cooperating with product, support, and development teams while providing Customer feedback and suggesting improvements.

Documentation and materials:

• creating, developing, and updating onboarding documentation and best practices,

• preparing materials supporting platform usage, such as instructions, guides, presentations, and tutorials,

• co-creating materials and standards supporting the work of the Customer Success team.

We are looking for you if:

• you have at least 2 years of experience in the Customer Success field,

• you can independently manage Customer relationships and build long-term partnerships,

• you are able to analyze Customer needs and problems and translate them into practical solutions

• you communicate confidently with Customers and can lead conversations regarding results, priorities, and next steps,

• you understand the basic concepts related to Customer Success,

• you have experience creating documentation and educational materials for Customers (e.g., instructions, presentations, guides),

• you can coordinate onboarding-related activities and collaborate with different teams,

• you are highly organized, responsible, and able to prioritize tasks effectively,

• you are fluent in Polish and comfortable communicating in English, both spoken and written,

• you are proactive and willing to suggest process and product improvements.

Nice to have:

• experience conducting Customer training sessions, workshops, or webinars,

• familiarity with tools such as HubSpot, Canva, Figma, or Synthesia,

• experience in internal communication, employee engagement, or HR-related areas.

We offer:

• cooperation based on an employment contract or B2B contract – the choice is yours,

• on-site work from our office in Białystok, Monday to Friday, 8:00–16:00,

• full support during the onboarding process – we’ll guide you step by step through the product, processes, and tools we use,

• the opportunity to work with well-known clients from various industries, including Żabka, PKO BP, T-Mobile, Decathlon, and Canal+,

• a real impact on the development of client relationships and Customer Success processes,

• opportunities for professional development,

• access to modern tools supporting everyday work, including AI tools,

• employee benefits fully covered by the company (Medicover, Multisport).