SaaS Customer Success, training and Implementation

Here’s a polished Upwork job post you can use: ⸻ Customer Success, Support, Training & Implementation Specialist for SaaS POS Software We are looking for a customer success and implementation specialist to help onboard, train, and support customers for our cloud-based POS and business management software. This role is ideal for someone with excellent/native-level English communication, experience working with SaaS software, and ideally experience supporting or implementing POS, retail, inventory, CRM, or ERP systems. You will work directly with customers through onboarding, training calls, support requests, and implementation follow-ups. Our customers are mostly retail business owners and staff, so we need someone patient, organized, clear, and comfortable explaining software to non-technical users. Responsibilities * Lead customer onboarding and implementation calls * Train customers on how to use the POS system * Help customers understand workflows such as sales, inventory, repairs, customers, reporting, payments, and integrations * Respond to customer support questions via email, chat, phone, or Zoom * Document customer issues clearly for the product/development team * Create and improve help articles, SOPs, training guides, and short tutorial videos * Follow up with customers after setup to make sure they are successfully using the software * Identify customer pain points and suggest improvements to the product team * Help manage implementation timelines and keep customers moving forward Requirements * Strong customer success, support, onboarding, or implementation experience * Experience with SaaS software is required * POS, retail software, inventory software, CRM, or ERP experience is highly preferred * Excellent/native-level English speaking and writing skills * Comfortable leading Zoom calls and training sessions * Very organized and able to manage multiple customers at once * Patient and professional with non-technical users * Able to troubleshoot basic software issues and explain them clearly * Available during U.S. business hours or partial U.S. overlap Bonus Experience * Jewelry, retail, or small business software experience * Experience with Shopify, QuickBooks, payment systems, SMS/email tools, or inventory imports * Experience creating training videos or help center documentation * Experience working with startup SaaS teams What We Are Looking For We are not looking for someone who only answers tickets. We need someone who can own the customer experience from onboarding through successful usage. The right person should be able to join a customer call, understand their workflow, explain the software clearly, document any issues, and help make sure the customer is comfortable using the system. To Apply Please include: 1. Your experience with SaaS customer success, support, or implementation 2. Any POS, retail, CRM, ERP, or inventory software you have worked with 3. An example of a time you trained or onboarded a non-technical customer 4. Your availability during U.S. business hours 5. Optional: a short Loom or voice sample explaining your experience We are looking for someone long-term who can grow with the company and become a key part of our customer success team.