Job Title: Customer Success & Implementation Specialist
Location: Remote (Latin America preferred) (CST time zone alignment)
Salary Range: 1600 - 2300 USD/month (flexible up to $3,000 for exceptional candidates)
Work Schedule: Monday - Friday, 9:00 AM to 5:00 PM (CST)
NOTE: INDEPENDENT CONTRACTOR POSITION
Company Overview:
Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Sagan provides a high-performance remote work environment, ensuring access to world-class opportunities for top-tier professionals.
About the Company:
Sagan represents a fast-growing SaaS startup in the CRM space, built for home service franchises. Founded by a serial entrepreneur with deep roots in franchising, the company is preparing for its first product launch and building a high-impact, remote-first team from the ground up.
Position Overview:
As Customer Success & Implementation Specialist the company’s first non-technical hire, you’ll play a critical role in shaping the customer experience from onboarding through implementation and ongoing support. This role is ideal for someone who thrives in unstructured environments, is confident leading customer interactions, and enjoys building systems from scratch.
Key Responsibilities:
Customer Onboarding & Implementation
Lead the onboarding and implementation process for new clients.
Guide customers through setup and ensure they’re set up for success.
Provide personalized support during onboarding phases.
Customer Success & Support
Respond to customer inquiries and troubleshoot issues.
Escalate technical concerns to the development team as needed.
Maintain high levels of customer satisfaction and timely communication.
Knowledge Base & Training Development
Build out the help center, FAQs, and customer documentation from scratch.
Create articles, guides, and video walkthroughs.
Continuously improve training resources based on customer feedback.
Live Training & Enablement
Host live customer training sessions and weekly Q&As.
Deliver webinars and demos to help users maximize the platform’s value.
Provide one-on-one training when needed.
Qualifications:
1–2 years of experience in customer success, onboarding, or support roles.
Strong written and spoken English (comfortable with live customer calls).
Tech-savvy and quick to learn new platforms.
Familiarity with help desk tools (e.g., Intercom, Zendesk) and Zoom.
Confident leading remote training and presentations.
Nice-to-Haves:
Experience in a startup or early-stage SaaS company.
Exposure to CRM platforms or home services/franchise businesses.
Background in documentation, training, or instructional content creation.
Familiarity with onboarding workflows or customer lifecycle strategies.
