Customer Success Specialist – Software (Remote, Flexible Hours)

eGrow is a SaaS platform that helps e-commerce businesses manage their operations, automate WhatsApp communication, and scale efficiently. Our mission is to help online stores turn every order and conversation into growth.

Role Overview

We are looking for a Customer Success Specialist who will focus on turning new signups into long-term active users.

Your mission is simple: help new users succeed and keep them retained.

You’ll personally onboard each new user, guide them step by step, ensure their setup is complete, and stay in touch until they become loyal, active customers. You will also reach out to churned users and help bring them back.

This position is fully remote with flexible working hours, and your commission will be directly linked to the number of users you successfully retain each month.

Your Responsibilities

Welcome and onboard new eGrow users through video calls and screen sharing (Google Meet, AnyDesk, etc.)

Guide users to complete their setup and reach their first success milestones

Follow up consistently to make sure they remain active after onboarding

Identify and re-engage churned or inactive users with personalized communication

Collaborate with the product team to improve onboarding flow and user experience

Track user progress and report retention results

Requirements

Experience in Customer Success, SaaS onboarding, or technical support

Knowledge of automation tools like Make, Zapier, or n8n is a strong plus

Strong communication skills in Arabic and English (French is a plus)

Comfortable using screen-sharing tools (Zoom, AnyDesk, Meet, etc.)

Organized, empathetic, and goal-oriented

Able to work independently with flexible hours

What We Offer

Fully remote position – work from anywhere

Flexible schedule focused on outcomes, not hours

Base salary + commission based on retained users

Opportunities for long-term growth within the eGrow team

Be part of a fast-growing SaaS company helping e-commerce businesses succeed

Your Success Will Be Measured By

Number of new users successfully onboarded and retained

Reactivation rate of churned users

Overall customer satisfaction and engagement