Scaleflex

IT Support

• Own technical support tickets in Zendesk/Jira from investigation through resolution, providing timely, empathetic customer updates
• Troubleshoot SaaS application, configuration, integration, and performance issues using browser DevTools, logs, SQL queries, and diagnostic tools
• Investigate REST API issues involving authentication, HTTP status codes, JSON payloads, and rate limits
• Monitor application and infrastructure health, assess incidents, and promptly escalate customer-impacting issues
• Reproduce bugs, document evidence and reproduction steps, and partner with QA and Engineering on root cause analysis
• Handle live-chat technical questions from customers and prospects; route qualified commercial inquiries to Sales
• Create knowledge base articles and troubleshooting guides to reduce recurring issues and improve self-service
• Support Implementation teams with customer configurations and integrations; coordinate handovers across time zones
• Identify recurring patterns and propose improvements to support processes, automation, and product reliability
• Work a defined primary shift covering either US or Oceania business hours
• Provide occasional flexibility for EU-time-zone training, meetings, urgent escalations, and handovers

Explore Software Support Engineer – B2B SaaS, Technical Customer Support at Scaleflex. Review requirements and application details.

Software Support Engineer – B2B SaaS, Technical Customer Support

Customer Success Manager

• Own Enterprise and Mid-Market Customer Success across a portfolio of international B2B SaaS customers.
• Manage the customer lifecycle from onboarding and adoption through renewal, delivering measurable value and protecting recurring revenue.
• Lead customer onboarding and implementation projects with technical teams, aligning scope, owners, milestones, and timelines.
• Build outcome-focused success plans and accelerate time-to-value through enablement, training, and best practices.
• Build executive relationships and manage business and technical stakeholders across globally distributed customer teams.
• Monitor customer health, product usage, engagement, and satisfaction; anticipate churn risks and execute recovery plans.
• Run regular check-ins and business reviews, demonstrating value and advocating for customer needs internally.
• Own SaaS renewal management and customer retention, protecting recurring revenue and reducing churn.
• Lead renewal discussions within agreed commercial guidelines; identify expansion opportunities and partner with Sales.
• Build customer advocacy and report on renewal forecasts, adoption, customer satisfaction, and retention metrics.
• Maintain accurate account records, success plans, activities, and forecasts in HubSpot.
• Coordinate cross-functional projects and escalations with clear accountability and timely customer communication.
• Help develop scalable Customer Success playbooks, processes, and customer engagement initiatives.

Explore Customer Success Manager – B2B SaaS, Mid-Market & Enterprise at Scaleflex. Review requirements and application details.

Open roles

Software Support Engineer – B2B SaaS, Technical Customer Support

Customer Success Manager – B2B SaaS, Mid-Market & Enterprise