Customer Success Specialist

Visitly is a market leader in visitor management solutions, helping organizations run secure, modern visitor check-ins and workplace experiences. We work with fast-growing companies and enterprisesespecially in the US.

Were hiring a customer-obsessed Customer Success + Sales Support Specialist to work closely with US customers across the journey: pre-sales support, onboarding, adoption, and renewals. If youre a crisp communicator who loves owning outcomes and building relationships, this role is for you.

What youll do

• Support the US sales process: respond to customer questions, coordinate demos, handle documentation/security requests, and keep follow-ups tight
• Own onboarding + rollout for new customers: kickoff calls, training, go-live support, and ongoing success check-ins
• Manage escalations: triage issues, coordinate with engineering, and keep customers informed with clear timelines and updates
• Drive adoption and expansion: identify upsell opportunities, support renewals, and ensure customers see measurable value
• Keep everything organized in CRM and shared docs: notes, next steps, action items, and handoffs

What were looking for

• 23 years experience in Customer Success / Sales Support / Account Management / Inside Sales (B2B SaaS preferred)
• Hands-on experience working with US customers (calls, email, demos, onboarding, renewals)
• Excellent communication skills (spoken + written): confident on calls, clear in email, strong at driving next steps
• Strong ownership, fast learning, and ability to coordinate across Sales, Product, and Engineering
• Comfortable using CRM + support tools (HubSpot/Salesforce, ticketing tools, Zoom/Meet, Slack)

Bonus points

• Experience supporting enterprise customers (security reviews, procurement, multi-stakeholder rollouts)
• Familiarity with SaaS onboarding, customer health, renewals, and expansion motions

Location: Gurugram (Hybrid)

Type: Full-time

Work hours: Requires strong overlap with US time zones (evening IST)