Customer Success Executive / Specialist (Saleshandy)

About Saleshandy

Saleshandy helps sales teams, agencies and founders run cold email outreach that actually lands in the inbox. More than 4,000 customers use us every day to find leads, send sequences and book meetings.

About the role

Support and success are one team at Saleshandy now. The same person answers a customer on chat, onboards them, and owns the account after that. You'll handle live chat and email, and you'll also look after your own set of accounts. That means onboarding new customers quickly, spotting who might churn before they leave, and finding the ones who could grow with us.

We're hiring 3 people for this team. You'll report to the Customer Success Team Lead and have a 1:1 with them every week.

What you'll do

Support on chat and email

• Keep your first response time (FRT) under 15 minutes and reply within 5 to 10 minutes after that
• Keep CSAT at 100%. When a customer leaves a bad rating, review the case and work out what went wrong
• Own escalations and close them within the promised time
• Troubleshoot deliverability issues: why emails land in spam, domain and inbox setup, warm-up
• Handle refund requests. Understand the real problem first and try to fix it before processing the refund
• Pass bugs and product gaps to the Product team with clear examples

Owning your accounts

• Onboard every new account within 24 to 48 hours, whether it came from Sales or signed up on its own
• Run a 30-60-90 day plan for each new account so they reach value early
• Hold regular check-ins with your accounts and catch churn signals early
• Every week, share your high-risk accounts with the reason each one is at risk, and your high-potential accounts with why each one could grow
• Follow up on voluntary churn, paused accounts, failed payments and overdue renewals. Find out why they left and try to bring them back
• When a high-potential account churns, do an RCA so the same thing doesn't happen again

You'll fit well if you

• Have 1 to 3 years in customer support, customer success or account management, ideally at a SaaS company. We'll consider freshers who show real ownership
• Write clearly and fast. Most of this job happens over chat and email
• Follow up without being chased and document what you do
• Want to understand why a customer is unhappy before you reply
• Know cold email, outbound tools or email deliverability (a big plus)
• Have used Intercom or a similar support tool
• Are flexible to work day or night shifts. We support customers round the clock across the Americas, EMEA and APAC

What we offer

• A learning budget for courses, books and events
• Health insurance allowance
• Annual team retreat
• Room to grow into Senior CS, Team Lead or Customer Success Ops