Customer Success Specialist

About On The Spot

We bring startups and disruptive tech companies to the local market, offering engineers the opportunity to work on innovative, high-impact products. Join us and become a member of their R&D team while we take care of employment, HR support, a benefits package, and an enjoyable work environment.

About the team

We're helping our customer build their team in Poland. You’ll work directly with their product team, while On The Spot provides your local setup and day-to-day support.

We'll be happy to share more details about the team during the interview process.

About the role

We are looking for a proactive and customer-oriented Customer Success Specialist.

In this role, you will guide new clients through their first 90 days, helping them navigate the platform, launch initial campaigns, and resolve any blockers. You will act as the main point of contact, ensuring a smooth and successful onboarding experience.

Responsibilities

Customer Success & Onboarding

• Guide developers and clients through a structured 90-day onboarding journey
• Act as the main point of contact for new customers
• Support campaign setup, activation, and early-stage optimization
• Proactively identify blockers and opportunities affecting customer success

Client Communication & Coordination

• Communicate with customers primarily via Slack and email, with calls when needed
• Lead customer conversations and manage expectations confidently
• Handle questions, concerns, and escalations
• Coordinate with internal technical, support, and product teams
• Follow up on issues and ensure timely resolution

Product, Data & Commercial Support

• Help customers understand product workflows, billing, dashboards, and campaign setup
• Analyze customer and campaign data to identify issues and opportunities
• Focus on business metrics such as activation, monetization, and spend
• Validate AI-generated recommendations and translate relevant insights into clear customer actions

Ownership & Prioritization

• Independently prioritize multiple customers, issues, and tasks
• Proactively solve problems rather than waiting for instructions
• Take ownership of customer outcomes
• Contribute to improving processes and documentation in a fast-changing environment

Requirements

• 2+ years of experience in Customer Success, Account Management, Client Services, Sales, or another customer-facing B2B role
• Strong experience working directly with external clients
• Customer-facing confidence and ability to manage expectations
• Strong commercial awareness and focus on business outcomes
• Analytical mindset and comfort working with data and metrics
• Strong prioritization and multitasking skills
• Proactive approach and strong sense of ownership
• Ability to explain complex processes clearly
• General technical understanding of platforms, integrations, and workflows
• Experience with tools such as Salesforce, Slack, or similar systems
• Strong English (Upper-Intermediate+)

Nice to have

• Experience in mobile, gaming, SaaS, or ad-tech industries
• Experience working with AI-powered tools (particularly Claude)

Benefits

At On The Spot, we’re creating a workplace people would want to stay in:

supportive, well-organized, and fair in terms of conditions and benefits.

We’ll share more about our benefit package during the interviews. In the meantime, you can always check our Glassdoor reviews.