Customer Success Specialist

Location: Hybrid in Estonia

Compensation: 2,000 - 2,400 EUR gross monthly, based on your experience and seniority level.

About the role:

The Customer Success Specialist (CSS) at Xolo is a versatile role that combines helping customers succeed with proactive sales. The CSS acts as the main contact for clients, using their knowledge to understand needs, solve problems, and ensure a smooth start. With a strong understanding of the product and customer issues, the CSS adopts a consultative sales approach. This entails identifying opportunities to upsell or cross-sell additional products or services that align with the customer's goals and enhance their overall experience.

As a customer success specialist at Xolo, you will:

Sales & Growth

• Proactively engage with leads through callbacks, emails, and outbound efforts, identifying new prospects and nurturing them through the sales funnel.
• Have a deep understanding of our plans and add-on services to educate and support potential leads, manage inbound leads, and qualify them based on criteria.
• Optimize the sales funnel and ensure a seamless experience for new customers to drive exceptional customer satisfaction.
• Explore new sales strategies when necessary, such as seeking out new expat communities, working on social selling initiatives, or identifying potential partnerships.
• Upsell and cross-sell additional products/services by identifying customer needs and evaluating suitable alternatives.

Onboarding & Customer Support

• Work on multiple Xolo products based on the company's needs.
• Conduct onboarding sessions for our customers.
• Balances service with efficiency during customer interactions. Steer the call/ticket/chat to ensure that the focus remains on the relevant details of the request. Use available tools (e.g. templates, shortcuts, multitasking) to manage time and maximize availability for the next customer.
• Ensure timely resolution of customer issues and implement strategies for retention and growth.
• Own customer satisfaction and complaints by contacting NPS neutral or detractors and replying to customer reviews when needed.
• Maintain and analyze metrics and customer satisfaction data to assess performance and improve strategies.
• Offer feedback to enhance internal processes, update Confluence pages as the process/product develops, and when needed, help create resources (articles, videos, tutorials) to facilitate customer onboarding and product usage.

What makes you a great fit?

• You thrive on building and nurturing relationships with customers, understanding their pain points, and providing tailored solutions.
• You have a minimum of 3 years of experience with a proven track record of exceeding sales targets and driving revenue growth through proactive outreach and lead qualification.
• You possess strong communication and negotiation skills, allowing you to effectively convey the value proposition of our products and services.
• You are proactive in identifying upsell and cross-sell opportunities, maximizing the lifetime value of each customer.
• You are results-driven and thrive in a fast-paced, target-driven environment, constantly seeking ways to improve and optimize sales strategies for maximum impact.
• You are fluent in English (written and spoken). Knowledge of an additional language is a plus.

Why Xolo?

• We invest in your well-being: Choose between health insurance or a sports membership, enjoy a one-time home office setup bonus, and receive a monthly remote work allowance. Plus, you’ll be part of our annual company summer event in Estonia - a chance to connect, recharge, and have fun together.
• A team of Mavericks: We aspire to challenge the norm by encouraging bold thinking and embracing the unconventional. As a member of our team, you’ll have the freedom to take risks, explore new ideas, and challenge the status quo.
• We run like Clockwork: While we champion innovation, we also believe in operational excellence. Our processes are designed to be smart, efficient, and finely tuned.
• Our Big-hearted nature: You’ll work alongside mission-driven individuals who not only bring brilliance to the table but also lead with empathy. We believe that great work is built on strong relationships, and we’re always ready to help, listen, and grow together.

About Xolo:

At Xolo, we believe solopreneurs deserve better. We've spent the last decade simplifying entrepreneurship - removing bureaucracy, automating admin, and enabling thousands of people across the globe to build and run their businesses on their own terms.

Our pioneering products are designed for freelancers, consultants, and microentrepreneurs who want to focus on their craft - not the paperwork. With more than 100 team members globally, we're building the best possible version of solopreneurship.

Xolo interview process:

Our interview process is designed to ensure a great fit for both you and the company. It typically includes a screening call, an interview with the hiring manager, and a final stage.

If this sounds like your kind of role, please submit your resume and application details in English.