Customer Success Specialist

Who you are
"A high-energy go-getter with a natural charm, you combine the analytical mindset of an engineer with the empathetic heart of customer support to master new concepts quickly and advocate fiercely for our clients."
Company Description
Ocean Friends is building a cutting-edge platform that combines artificial intelligence and data analytics to deliver a comprehensive approach to pediatric therapies. The organization focuses on improving outcomes for children by helping clinicians and caregivers make more informed, data-driven decisions. Team members collaborate across technology and healthcare disciplines to design tools that are both innovative and easy to use in real-world clinical settings. Joining Ocean Friends offers the opportunity to contribute to meaningful work that supports families and pediatric care professionals.
Role Description
The Customer Success Specialist is a full-time, on-site role based in Bangalore. This position is responsible for guiding new and existing customers through onboarding, training, and ongoing use of the Ocean Friends platform. Day-to-day tasks include responding to customer inquiries, resolving issues, and ensuring that clinicians, caregivers, and administrators can effectively use the platform to support pediatric therapies. The specialist will monitor customer health metrics, collect feedback, and collaborate with product and technical teams to improve features and user experience. The role also involves preparing support documentation, conducting follow-up calls or meetings, and proactively identifying opportunities to increase customer satisfaction and retention.
Product Literacy
Demonstrated ability to quickly learn, troubleshoot, and translate complex technical software or product workflows for non-technical users.
Stakeholder Management
Experience building trusted relationships with cross-functional teams (Engineering, Product, Sales) and executive-level decision-makers at client organizations
De-escalation & Problem Solving
Proven track record of staying calm under pressure, turning frustrated customers into brand advocates, and resolving complex issues efficiently.

Work arrangement
No