Customer Success Specialist

Job Title: Customer Success Specialist

Location: New York City Office

Department: Customer Operations

Reports To: Chief Clinical Officer

About Fynn.io

Fynn.io is a fast-growing SaaS company transforming how senior living communities deliver care through our intuitive and intelligent EHR platform. We help communities streamline workflows, improve care outcomes, and stay compliant with evolving healthcare regulations. At Fynn, we believe great software should feel invisible—and that every customer interaction is an opportunity to build trust.

Position Summary

As a Customer Success Specialist , you'll be a key point of contact for Fynn's customers throughout their journey with us — from implementation through ongoing success. You'll support new customer implementations, guide users through onboarding, and ensure a smooth transition during and after go-live, while keeping implementation and onboarding records accurate and up to date in HubSpot.

Beyond implementations, you'll help manage customer support tickets, ensuring responses are timely, friendly, and helpful, and you'll assist with training materials and customer communications.

You'll be the glue between our customers and our internal teams — keeping implementations on track, resolving issues quickly, and flagging risks before they become problems — so communities get up and running smoothly, stay supported, and continue getting real value from the platform long after go-live.

Key Responsibilities

· Own and manage customer implementations from kickoff through go-live, ensuring a smooth and timely onboarding experience

· Build, maintain, and manage implementation timelines, keeping all stakeholders aligned on milestones and deliverables

· Proactively identify and report any deviations in project timeframes to your supervisor, along with recommended solutions

· Serve as a primary point of contact for customer support, troubleshooting issues and coordinating resolutions with internal teams as needed

· Drive customer success efforts post-implementation, including check-ins, training reinforcement, and proactive outreach to ensure communities are getting full value from the platform

· Maintain detailed, organized records of customer accounts, implementation status, open issues, and follow-up items

· Follow through consistently on open action items, ensuring nothing falls through the cracks

· Collaborate cross-functionally with Product, Support, Development and Sales teams to relay customer feedback and improve the overall customer experience

· Help identify process improvements to make implementations faster, smoother, and more scalable as Fynn grows

· Respond to customer support tickets in a timely, friendly, and professional manner, aiming to resolve issues on first contact whenever possible

· Troubleshoot common platform issues and guide customers through step-by-step solutions

· Escalate complex or unresolved tickets to the appropriate internal team (Product, Engineering, or Implementation) with clear documentation of the issue

· Track ticket status from open to resolution, following up with customers to confirm the issue is fully resolved

· Identify recurring issues or patterns in support tickets and flag them to leadership for potential process or product improvements

· Maintain accurate, organized records of support interactions within HubSpot to ensure visibility across the team

· Help maintain and update internal support documentation and FAQs based on common customer questions and issues

· Balance support ticket responsibilities alongside implementation and onboarding work, prioritizing based on urgency and customer impact

· Other duties as assigned.

Qualifications

• Bachelor’s degree or equivalent experience preferred.
• Experience in customer support, implementation, onboarding, or customer success (healthcare, senior living, or EHR/software experience a plus)
• Strong organizational skills with the ability to manage multiple customer accounts and timelines simultaneously
• Excellent communication skills, both written and verbal, with a customer-first mindset
• Comfort working in a fast-paced, evolving environment where priorities can shift
• Problem-solving instincts and the ability to stay calm and solution-oriented when issues arise
• Detail-oriented with strong follow-through — you don't let things slip
• A collaborative, team-first attitude and willingness to jump in wherever needed
• Excellent written and verbal communication skills with a customer-first, solution-oriented mindset.
• Strong attention to detail, organization, and the ability to track multiple customer projects simultaneously.
• Tech-savvy and comfortable learning new tools (experience with HubSpot, project management software or LMS tools is a plus).
• Comfortable working in a dynamic, fast-moving startup environment. Passionate about healthcare, technology, and process improvement, and driven to make a meaningful difference.