Customer Success Specialist

Caplena is an award-winning Swiss tech start-up. It is *the* AI tool to analyze open-ended feedback, wherever it may come from - helping customers to get from texts to real insights, with ease and in no time. Caplena's vision is to become the single place of truth for feedback, where customer-centric companies go to understand the needs, wishes and pain points of their customers. 

We are looking for ambitious personalities who are eager to roll up their sleeves and have an impact. You will become an integral part of our hands-on & fun team (20 people) and have a big impact on the future development of our company. We are fast-growing 🚀 with 200+ active customers in more than 16+ countries across a multitude of industries including some big names like Lufthansa, DHL and Euromonitor. And we're just warming up. 

Job Overview 

As a Customer Success Specialist, you will play a key role in ensuring the success and satisfaction of our customers from global brands to market research agencies. You will support them in extracting meaningful insights from their data, guiding them through projects, and ensuring they get maximum value from Caplena.

This role combines customer support, project management, and data-related tasks, requiring a proactive individual with strong communication skills and an analytical mindset. You will work closely with our sales and product teams to deliver a seamless customer journey and continuously improve the customer experience.

Main responsibilities 

Support 

• Respond to customer inquiries as first-level support, pre-selecting and coordinating with the appropriate internal teams for resolutions if required. 
• Continuously optimise support processes by creating training resources and categorising queries. 

Proof of Concepts & Project Management 

• Conduct project briefings and requirement gathering with customers. 
• Handle data tasks such as file assessment, restructuring and preparation for import. 

• Coordinate internal or freelance language specialists. 
• Present results to clients and handle change requests. 

Knowledge Base 

• Stay up to date with product knowledge and industry trends. 
• Take over ownership of knowledge base: keep content up to date, improve structure, add new content and create specific instructional videos. 

Training 

• Conduct training sessions for customers on basic product functionalities 
• Progress to more advanced training as expertise develops. 

Requirements

• Proven professional experience in customer success, market research or similar role 
• Strong project management skills 
• Excellent professional communications skills, both written and verbal 
• Fluency in English and German 
• Affinity for data handling & data analysis 
• Analytical mindset with the ability to troubleshoot user-level technical issues 

• Ability to adapt to a dynamic work environment and learn new technologies 

Benefits

• Exciting growing product 
• Competitive salary 
• Quick and inclusive decision making 
• Capable, driven and down-to-earth team 
• MacBook Air 
• Flexible working hours, and remote opportunity 
• Equity