Customer Success Specialist (Contract)

Remote

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Non-profit, EducationIndustries

Requirements

Candidates must possess at least 3 years of experience in a B2B SaaS environment within customer success, technical account management, or customer support. A people-centric mindset with excellent English communication and interpersonal skills is essential, along with the ability to collaborate across functions and remain calm under pressure. Familiarity with Zendesk and customer success tools is required, and experience working in a fully remote, globally distributed team environment is preferred. Additional desirable qualifications include the ability to troubleshoot technical issues and familiarity with the Wikimedia ecosystem.

Responsibilities

The Customer Success Specialist will work with technology, academic, and non-profit organizations to ensure access to Wikimedia content and help customers maximize the value of Wikimedia Enterprise products. Key duties include guiding customers through onboarding, adoption, utilization, and renewals, responding to customer requests within SLAs/SLOs, and proactively communicating customer needs to internal teams. The role involves troubleshooting customer issues with Product Managers and the Engineering team, tracking API adoption and usage, organizing customer success-related documents and tasks, and serving as a liaison between on-call engineers and customer support. Additionally, the specialist will support data-driven reporting on customer success metrics, retention, and satisfaction, assist in customer future needs planning, and collaborate on evolving Customer Journey Playbooks.

Skills

Customer Success

Onboarding

Customer Relationship Management

API Adoption

SLA Management

Problem Solving

Communication

Data Analysis

Project Management

HubSpot

Phabricator

Zendesk

Asana

Slack

Wikimedia Foundation

Operates Wikipedia and free knowledge projects

About Wikimedia Foundation

The Wikimedia Foundation operates Wikipedia and other free knowledge projects, aiming to create a world where everyone can freely access and share knowledge. It provides a platform for users to read, contribute, and share content, while also supporting the volunteer communities that help maintain these projects. The foundation is funded by donations from individuals and institutions, emphasizing its nonprofit status. Unlike many other organizations, it focuses on making knowledge accessible to all without charge, advocating for policies that support free knowledge initiatives. Its goal is to empower individuals to contribute to and benefit from a collective pool of knowledge.

San Francisco, CaliforniaHeadquarters

2003Year Founded

$145.9MTotal Funding

GRANTCompany Stage

Social Impact, EducationIndustries

501-1,000Employees