Customer Success Specialist – Software

il y a 6 jours

Marrakech, Marrakesh-Safi, Maroc Safe Apps Temps plein

eGrow is a SaaS platform that helps e-commerce businesses manage their operations, automate WhatsApp communication, and scale efficiently.

Role Overview

We're looking for a Customer Success Specialist – Software to work closely with our users, help them set up their accounts, and ensure they get real value from eGrow. You'll onboard new customers live (via meetings or remote tools like AnyDesk), follow up with them until they become active users, and re-engage churned users.

Responsibilities

  • Assist new users in setting up their accounts and understanding key features.
  • Conduct live onboarding sessions via meetings and remote tools (AnyDesk, Zoom).
  • Follow up with users regularly to convert them from new to active users.
  • Identify churned users and re-engage them through personalized support.
  • Write clear help-center articles and create video tutorials explaining how to use the platform.
  • Listen to user feedback and communicate with the development team to improve the product.
  • Be proactive in implementing small user requests or coordinating them with developers.

Requirements

  • Fluent in Arabic and English (spoken and written); a third language (French or others) is a plus.
  • Excellent communication, organization, and empathy skills.
  • Comfortable with SaaS tools, integrations, and customer onboarding.
  • Experience with software automation tools like Make, Zapier, or n8n.
  • Experience in customer success, technical support, or SaaS onboarding is preferred.
  • Based in Marrakech and able to work on-site full time.

Performance Goals

  • Increase activation and retention rates of new users.
  • Reduce churn through follow-up and proactive engagement.
  • Maintain high customer satisfaction and positive feedback.

Bonus Points

  • Experience in e-commerce or marketing automation.
  • Familiarity with WhatsApp Business API, CRM systems or automation tools.

Why Join eGrow

  • Be part of a fast-growing Moroccan SaaS helping e-commerce businesses scale.
  • Collaborate directly with the product and tech teams.
  • Opportunity to grow your career within a dynamic and ambitious company.

If you're passionate about helping customers succeed and ready to work in a growing tech company, we'd love to meet you

Job Type: Full-time

Pay: 4,000.00DH - 5,000.00DH per month

Application Question(s):

  • Are you based in Marrakech and available to work on-site full time?
  • Do you have experience helping customers onboard or use a SaaS platform?
  • Have you used automation tools like Make, Zapier, or n8n?
  • Have you ever created a tutorial video or written a help article for software users?
  • How do you usually handle a difficult or frustrated user? (short written answer)
  • What languages do you speak fluently?
  • What is your expected monthly salary (in MAD)?

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