Customer Success Specialist

Customer Success Specialist Department: Customer Support (SuiteFiles) Employment Type: Full Time Location: SuiteFiles Description SuiteFiles is growing, and we're looking for a customer-focused, tech-savvy Customer Success Specialist to join our Wellington team. This is a unique opportunity for someone who loves helping customers succeed and empowering users to get the most from our technology. You'll initially focus on developing and maintaining our knowledge base, training resources and self-service content before growing into customer onboarding, product training and customer success delivery. You’ll become a product expert, working closely with customers and internal teams to create exceptional customer experiences while helping drive adoption, engagement and long-term customer success. What you'll be doing Documentation & Knowledge Management Own and maintain the SuiteFiles Knowledge Base, ensuring content remains accurate, current and easy to understand Create and update help articles, onboarding resources, GIFs, and training content Develop customer self-service resources that improve customer experience and reduce support effort Support new product releases through customer communications, webinar support, and feature education Assist with product testing to build deep product knowledge and provide customer‑centric feedback Capture customer feedback, feature requests and product improvements through Jira Customer Success & Onboarding Deliver onboarding support and product training to new customers Work alongside the Customer Success team to help customers adopt and maximise the value of SuiteFiles Facilitate customer meetings, training sessions and product demonstrations Partner with Sales, Migration and Product teams to deliver a seamless customer journey Support customer retention and advocacy through proactive engagement and relationship building Contribute to customer feedback initiatives including NPS, customer surveys and customer success programmes Respond to customer enquiries, product questions and technical support requests as required Continuous Improvement Use customer insights and data to identify opportunities to improve onboarding, training and customer outcomes Leverage AI tools and emerging technologies to improve processes, content creation and customer experience Contribute positively to SuiteFiles' collaborative culture and ongoing growth journey What we're looking for We are looking for people who have come from SaaS Support, Customer Success, Software Training, or a Help Centre content background. This role will suit someone who enjoys learning complex products, creating engaging content and helping customers achieve great outcomes. We're looking for people with a positive attitude who enjoy getting stuck in, supporting their team, and contributing to our continued growth. You’ll bring: 2-3 years' experience in Customer Success, SaaS Support, Software Training, Customer Onboarding or Knowledge Management Excellent written and verbal communication skills Experience creating help‑centre articles, training resources, instructional content or customer documentation Strong customer‑facing skills with the ability to build rapport and manage expectations Experience learning and supporting complex software products Strong attention to detail and organisational skills Confidence working across multiple priorities and managing competing demands A proactive, solutions‑focused approach to problem solving Curiosity and a genuine interest in technology and continuous learning Confidence using AI tools to improve productivity and customer outcomes Why join us? Join a collaborative, inclusive and supportive team that genuinely enjoys working together Become a product expert in a growing global SaaS business Build and grow your skills across customer success, onboarding, training, content creation and customer engagement Work alongside experienced leaders who are invested in your growth and development Be part of a business that values innovation, curiosity and continuous improvement Hybrid working model with three in‑office days each week in Wellington CBD Important to know This role is based in Wellington CBD and includes occasional after‑hours customer sessions to support our UK customer base (typically 1–2 times per week). We take a flexible approach to working hours, providing time back in your schedule to accommodate these sessions. Applications close 30 June 2026. #J-18808-Ljbffr