Customer Success Specialist
Location: Remote
Role: Chief Executive Officer
Report: Part-Time
About Role:
As a Customer Success Specialist at Zentrova, you are the bridge between Sales, Product, and the customer. Once a deal closes or a trial begins, you take the lead—ensuring that onboarding is smooth, usage is high, and clients experience continuous value.
You’ll manage customer lifecycles using HubSpot Service Hub, including support tickets, chat flows, surveys, and reporting. You’ll also serve as the voice of the customer internally—flagging opportunities for product improvement and sales alignment.
Key Responsibilities:
Own customer onboarding and support journey post-sale
Set up clients with access, training, and knowledge base resources
Manage inbound queries via HubSpot (chat, ticketing, service pipeline)
Monitor usage and proactively engage clients to prevent drop-off
Run pulse checks, satisfaction surveys, and collect feedback for reporting
Liaise with Product team to flag recurring feature requests or issues
Work with Sales on upsell/cross-sell opportunities and renewals
Requirements
2–4 years in a customer-facing role (Customer Success, Account Management, Support)
Familiarity with HubSpot Service Hub or similar CRM/ticketing tools
Empathetic and solution-oriented communicator
Ability to work across departments and influence internally
Strong written and verbal communication skills
Passion for improving user experience and client satisfaction
KPIs for Customer Success Specialist
- Onboarding & Activation
Onboarding Completion Rate: Ensure 95% of new clients complete onboarding (access setup, training, and knowledge base walkthrough) within 24 hours of deal close or trial start.
Time to First Value (TTFV): Reduce average TTFV to <5 business days for new clients by end of Q3.
2. Customer Engagement & Retention
Usage Monitoring: Identify and proactively engage 100% of clients with usage drop-off within 48 hours of inactivity.
Client Retention Rate: Maintain a 90%+ renewal rate across managed accounts.
3. Support & Responsiveness
Ticket Response Time: Respond to 100% of inbound tickets within 2 business hours.
Resolution Time: Resolve 80% of support tickets within 24 hours.
4. Feedback & Insights
Pulse Check Completion: Conduct quarterly satisfaction surveys with a minimum 60% response rate.
Feature Feedback Loop: Submit monthly reports to Product with at least 3 recurring feature requests or issues flagged.
5. Cross-Functional Collaboration
Sales Collaboration: Identify and support at least 2 upsell or cross-sell opportunities per quarter.
Knowledge Base Contribution: Create or update 2 help articles or onboarding resources per month.
What we offer
- Opportunity to grow into full-time as the company scales.
- Annual learning budget for certifications, courses, or tools of your choice.
- 25 days’ paid leave (pro-rated) plus Irish public holidays.
- Supportive, no-ego environment that values learning and collaboration.
How to apply
Interested, but don’t meet every requirement? We’d still love to hear from you. Please submit your CV to hr@zentrovasolutions.com
Contract Role - Head of Product & AI
Location: Ireland (remote-first)
Contract length: 6–12 months, with option to extend or convert to permanent
Rate: TBD
Why we need you
Zentrova’s flagship offering is a people-first call-centre service, amplified by AI voice/text bots and a Copilot-powered CRM layer. Some modules are fully built in-house; others are white-labelled from best-of-breed vendors. We need a product leader who can knit those pieces into one coherent experience, define customer use-cases that amaze mid-market clients, and steer engineering and partner teams to deliver.
What you’ll do
- Own the product vision and quarterly roadmap for three pillars: human call-centre tooling, Copilot CRM features and white-label analytics add-ons.
- Translate use-cases into clear backlogs—spend time with customers and our own agents to surface pain-points, then turn them into user stories that engineering and vendor partners can act on.
- Drive execution across mixed squads—internal engineers, data scientists, outsourced specialists and white-label vendors. Run discovery sessions, sprint planning and release reviews.
- Manage vendor relationships—hold white-label partners to SLAs, negotiate feature requests and ensure branding and UX stay “Zentrova”.
- Land Copilot CRM value fast—define prompt patterns, analytics hooks and workflow automations that let customers see ROI inside HubSpot, Dynamics or Salesforce.
- Measure what matters—set KPIs such as call-deflection rate, average handle time, CSAT uplift and time-to-value for new Copilot skills; track them in Looker / Power BI / SQL and report to leadership.
What you bring
- 5+ years’ product-management experience in B2B SaaS, with at least 2 years owning AI/ML or data-heavy features.
- Hands-on knowledge of CRM ecosystems—HubSpot, Salesforce, Dynamics 365—and familiarity with Copilot or similar generative-AI assistants.
- Proven track record of shipping features that combine in-house code and white-label components; comfortable navigating APIs, licensing terms and branding rules.
- Fluent in KPIs, cohort analysis and BI tooling; you let data drive decisions.
- Strong stakeholder skills—able to brief engineers one hour and persuade a partner CFO the next.
- Clear, concise communicator in English.
Nice-to-haves
- Contact-centre or CCaaS background (Twilio, Genesys, Amazon Connect) or voice analytics.
- Familiarity with GDPR and ISO 27001 environments.
- Working knowledge of prompt engineering for LLM chat or voice bots.
What we offer
- Autonomy to shape Zentrova’s core revenue engine.
- Remote-first culture with quarterly team off-sites in Dublin and a supportive, no-ego environment.
- Share-option top-up that grows with the business.
- Private health cover, enhanced pension, 25 days’ paid leave plus Irish public holidays.
- Annual learning budget for conferences, certifications and tools of your choice.
How to apply
Send your CV (PDF) to hr@zentrovasolutions.com. We reply to every applicant within five working days.
Freelance Sales Agent (Remote)
Location: UK and all cities in Europe(Dublin, Berlin, Amsterdam, Lisbon, Athens, Oslo)
Zentrova Solutions | AI-Powered, Human-Led Customer Support
About Us
At Zentrova Solutions, we specialize in 24/7 English-speaking customer support that combines cutting-edge AI technology with expert human service. Our tailored solutions elevate customer experiences across industries including Fintech, E-commerce, Healthcare, Retail, and Technology.
The Opportunity
We’re expanding our remote sales team and looking for driven Freelance Sales Agents to lead our client acquisition efforts. If you’re a motivated self-starter with a passion for sales and customer success, this is your chance to work with a growing, tech-forward company on your own schedule.
What You’ll Do
- Prospect and engage new clients to grow our customer base
- Deliver compelling presentations of Zentrova’s support solutions
- Manage the client onboarding journey with attention to detail
- Build strong, lasting relationships with key decision-makers
- Meet or exceed monthly and quarterly sales targets
- Provide market feedback to help enhance offerings and strategy
What We’re Looking For
- Proven success in sales, business development, or account management
- Excellent communication, negotiation, and interpersonal skills
- Strong organizational skills with the ability to multitask
- Ability to work independently and meet deadlines in a remote setting
- Familiarity with CRM systems and digital sales tools (preferred)
- Experience in customer service or with B2B SaaS is a plus
- Understanding of industry-specific compliance or support standards (a bonus)
Why Join Us?
- 100% remote and flexible work model
- Commission-based earnings with high growth potential
- Collaborate with a global, innovative team
- Opportunity to be part of a fast-scaling company redefining customer support