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SaaS / Digital Products - Customer Success Specialist

Remote - United States

Company Overview

Throughout our worldwide network of experts, clients and communities, we are renowned for our leadership in fire protection engineering – a legacy of responsibility we have proudly upheld since 1939. Today, our expertise extends broadly across closely related security and risk-based fields – from accessibility consulting and risk analysis to process safety, forensic investigations, security risk consulting, emergency management, digital innovation and more.

Our engineers and consultants collaborate to solve complex safety and security challenges, ensuring our clients can protect what matters most. For over 80 years, we have helped mitigate risks that threaten lives, property and reputations. Through technology, expertise and industry-leading research, we remain dedicated to our purpose of making our world safe, secure and resilient.

At Jensen Hughes, we believe that creating and sustaining a culture of trust, integrity and professional growth starts with putting our people first. Our employees are our greatest strength, and we value the unique perspectives and talents they bring to our organization. 

Our wide range of Global Employee Networks connect people from across the organization, supporting career development and providing forums for individuals to share experiences on topics they're passionate about. Together, we are cultivating a connected culture where everyone has the opportunity to learn, grow and succeed together.

Job Overview

We are an AEC consulting firm that develops digital tools supporting safety, operations, and emergency management for healthcare, industrial, commercial, and international clients. As our digital product portfolio continues to grow, we are expanding our team to support adoption, improve product capabilities, and strengthen how our tools are delivered and scaled.

We’re looking for a Customer Success Specialist to support users of our digital product, ProtectAdvisr, with opportunities to expand into additional products over time. This role blends customer engagement, product support, and internal collaboration and is ideal for someone who enjoys working across teams and helping improve how digital tools are used in real‑world environments.

This is not a call‑center or ticket‑driven support role. Instead, you’ll focus on onboarding, enablement, product feedback, and structured engagement while partnering closely with our Digital, Subject Matter Expert (SME), and Business Development teams.

This is a new and evolving position with room to help shape how customer success is delivered as our digital offerings grow.

Key areas of Responsibility:

  • Customer Engagement & Enablement
    • Support customers from onboarding through renewal in coordination with Digital, SMEs, and Business Development
    • Guide customers through setup, configuration, training, and early adoption
    • Provide structured engagement beyond the account manager or technical lead, including regular outreach, focus groups, virtual trainings, and webinars
  • Product Support & Configuration
    • Provide direct product support for key clients and escalated support as needed
    • Manage customer setup and configuration within ProtectAdvisr
    • Assist with data analysis, execution, and troubleshooting in collaboration with the Digital team
  • Product Insight & Development Support
    • Learn how customers use ProtectAdvisr and identify opportunities for improvement
    • Gather and synthesize feedback into clear insights for the product team
    • Support the design, testing, and rollout of new features and product releases
  • Internal Collaboration & Enablement
    • Work closely with Digital, Operations, Business Development, and Marketing teams
    • Serve as a ProtectAdvisr Champion as the tool expands internally and globally
    • Help train and support internal staff and partners on product functionality and updates
  • Business Development Support
    • Support product demos and early customer conversations
    • Provide real‑world usage perspective to help position the product effectively
  • Growth & Function Development
    • Contribute to defining and improving customer success processes as the product portfolio scales

What We’re Looking For:

  • We value communication, collaboration, and problem‑solving skills over deep technical expertise.
  • You may be a strong fit if you have experience in customer success, account management, consulting, marketing, real estate, hospitality, social work, or other client‑facing or cross‑functional roles.

Requirements and Qualifications:

  • U.S. citizenship (required due to project/client requirements)
  • Strong communication and relationship‑building skills
  • Comfort working with both technical and non‑technical audiences
  • Organized, proactive, and able to manage multiple priorities
  • Ability to work independently in a growing environment
  • Curiosity and willingness to learn new tools and workflows
  • Ability to synthesize conversations into clear takeaways and next steps

Nice to have (not required):

  • Experience with SaaS or digital products
  • Exposure to onboarding, customer lifecycle management, or renewals

Travel Expectations:

  • Initial onboarding: approximately 5 days per month
  • Ongoing: approximately 1 week per quarter in CT or RI
  • Occasional client travel as needed

Why Join Us:

  • Play a meaningful role in how digital products are adopted and improved
  • Influence product direction through real‑world feedback and usage
  • Work closely with cross‑functional teams in a collaborative environment
  • Help shape a growing customer success function
  • Opportunity to expand into additional digital products over time

#LI-KV1

 

Please note that the salary range provided is a good faith estimate for the position at the time of posting and not a guarantee of compensation. Final compensation may vary  based on factors, including but not limited to, responsibilities of the job, education, experience, knowledge, skills, and abilities, geographic location, internal equity, alignment with market data.

 

Jensen Hughes offers a competitive total rewards package, which includes a retirement plan, healthcare coverage, and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position and location.

National Pay Range

$61,400 - $92,100 USD

Jensen Hughes is an Equal Opportunity Employer. Qualified candidates will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

 

At Jensen Hughes, we embrace innovation and understand that people are increasingly using artificial intelligence (AI) tools like ChatGPT and other generative platforms to learn, prepare and communicate.  We have provided some guidelines regarding the responsible use of AI in the recruitment process.  Please click here to review.


The security of your personal data is important to us. Jensen Hughes has implemented reasonable physical, technical, and administrative security standards to protect personal data from loss, misuse, alteration, or destruction. We protect your personal data against unauthorized access, use, or disclosure, using security technologies and procedures, such as encryption and limited access. Only authorized individuals may access your personal data for the purpose for which it was collected, and these individuals receive training about the importance of protecting personal data.  Jensen Hughes is committed to compliance with all relevant data privacy laws in all areas where we do business, including, but not limited to, the GDPR and the CCPA.  Additionally, our service providers are contractually bound to maintain the confidentiality of personal data and may not use the information for any unauthorized purpose.

 

*Policy on use of 3rd party recruiting agency for direct placements

Jensen Hughes will occasionally augment a recruiting search through agencies for certain positions when business conditions warrant. Jensen Hughes will not accept resumes, inquiries or proposals from recruiting agencies as an acceptable method to consider a candidate. 3rd party recruiting agencies must sign a standard Jensen Hughes agreement after being evaluated and accepted by a Human Resources or Talent Acquisition manager, or member of the talent acquisition team. Hiring managers and employees of Jensen Hughes are not authorized to accept resumes, engage in fee-based searches through recruiting firms or sign a search agreement. Please note this policy does not apply to “staffing firms” or firms that are involved with hiring temporary staff. Any recruiting agency interested in being considered may contact our recruiting team at jensenhughesrecruiting.com.

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