
Customer Success Specialist (Contract) at Wikimedia Foundation. Location Information: North America, Europe, United Kingdom. New. Customer Success Specialist (Contract). Remote. Apply. Summary. We are looking for a Customer Success Specialist to join the Wikimedia Enterprise Operations team. In this role, you will work with technology, academic, and non-profit organizations to ensure they have access to Wikimedia content. You will help our customers get the best from our products by building strong relationships throughout their journey with Wikimedia Enterprise, from onboarding to renewals. You will be an advocate for customers, anticipating their needs to help them achieve their business goals. This role is a one-year contract with the possibility of extension. The schedule is 40 hours per week, typically 9:00 a.m. to 5:00 p.m. local time (Eastern, Pacific, or Mountain Time). Flexibility is required, as there will be occasions when work outside of regular hours is needed to ensure coverage.. You are responsible for:. Working closely with the Customer Experience Program Lead in our Customer Success program, supporting all activities as needed. Guiding customers through onboarding, adoption, utilization, and contract renewals. Putting the customer first by responding to all customer requests within our Service Level Agreements (SLAs) and Service Level Objectives (SLOs) . Guiding customers in getting their optimal outcomes from Enterprise products and services . Proactively anticipating and communicating customer needs to the Engineering, Product, Growth, and Tech Partnerships teams . Working with our Product Managers and Engineering team to troubleshoot and resolve customer issues. Tracking the adoption and usage of our APIs for your accounts. Helping organize and monitor customer success-related documents and tasks across customer experience tools, including HubSpot, Phabricator, Zendesk, Asana, Slack, Gmail, Drive, and bespoke customer channels. Being a liaison between the on call engineer and the customer support team . Supporting data-driven reporting and customer success metrics, retention, and satisfaction. Supporting the Customer Experience Lead, Product Managers, and Engineers in helping the customer plan their future needs. Communicating process improvement opportunities to the Operations Manager and Customer Experience Program Lead. Collaborating with the Customer Experience Program Lead in evolving our Customer Journey Playbooks. Skills and Experience:. At least 3 years of experience in a B2B SaaS environment in customer success, technical account management, or customer support . A people-centric mindset with excellent communication skills in English . Excellent interpersonal skills . Ability to collaborate across functions and departments . Ability to remain calm under pressure . Proven track record of successfully managing customer accounts and ensuring customer satisfaction. Familiarity with Zendesk and Customer Success tools. Experience working in a fully remote globally distributed team environment. Qualities that are important to us:. A desire to make meaningful contributions to knowledge equity, free culture, and open access. Experience working on remote teams, especially globally distributed teams. Additionally, we’d love it if you have:. Ability to troubleshoot technical issues . Familiarity with the Wikimedia ecosystem . The Wikimedia Foundation is a remote-first organization with staff members including contractors based 40+ countries. *. . Salaries at the Wikimedia Foundation are set in a way that is competitive, equitable, and consistent with our values and culture. The anticipated annual pay range of this position for applicants based within the United States is US$ 82,922. . to US$126,768 with multiple individualized factors, including cost of living in the location, being the determinants of the offered pay. For applicants located outside of the US, the pay range will be adjusted to the country of hire. We neither ask for nor take into consideration the salary history of applicants. The compensation for a successful applicant will be based on their skills, experience and location. . *Please note that we are currently able to hire in the following countries: . Australia, Austria, Bangladesh, Belgium, Brazil, Canada, Colombia, Costa Rica, Croatia, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Ghana, Greece, India, Indonesia, Ireland, Israel, Italy, Kenya, Mexico, Netherlands, Nigeria, Peru, Poland, Singapore, South Africa, Spain, Sweden, Switzerland, Uganda, United Kingdom, United States of America and Uruguay. Our non-US employees are hired through a local third party Employer of Record (EOR). . We periodically review this list to streamline to ensure alignment with our hiring requirements. . All applicants can reach out to their recruiter to understand more about the specific pay range for their location during the interview process.. If you are a qualified applicant requiring assistance or an accommodation to complete any step of the application process due to a disability, you may contact us at [email protected] or +1 (415) 839-6885.. More information. Applicant Privacy Policy. Wikimedia Foundation. What does the Wikimedia Foundation do?. What makes Wikipedia different from social media platforms?. Our Projects. Our Tech Stack. News from across the Wikimedia movement. Wikimedia Blog. Wikimedia 2030. . Create a Job Alert. Interested in building your career at Wikimedia Foundation? Get future opportunities sent straight to your email.. Create alert. Apply for this job. *. indicates a required field. Autofill with Greenhouse. First Name. *. Last Name. *. Preferred First Name. *. Email. *. Phone. *. Location (City). *. Locate me. Resume/CV. *. Attach. Attach. Dropbox. Enter manually. Enter manually. Accepted file types: pdf, doc, docx, txt, rtf. Cover Letter. *. Attach. Attach. Dropbox. Enter manually. Enter manually. Accepted file types: pdf, doc, docx, txt, rtf. If you are based in the U.S. please provide your zipcode:. *. Are you legally authorized to work in the country which you reside? . *. Select.... Will you require sponsorship to work in the country with which you reside now or in the future? . *. Select.... Please note that sponsorship is not allowed for this role. Also, if you are an international candidate, please confirm that your work authorization allows you to work as an independent contractor or your own business entity. Please confirm your knowledge of this by selecting 'Yes'.. *. Select.... Are you considered a business entity? . *. Select.... Please note this role is a contract position. Contract roles are not eligible for benefits outside of the required, local statutory benefits (as applicable). Please confirm your knowledge of this by selecting 'Yes'. . *. Select.... Please select your country of residence. *. Select.... How did you hear about this job?. *. Are you currently an active member or contributor to any of our communities?. *. Select.... Please enter preferred first and last name. LinkedIn Profile. I certify that the information in this application is true and correct to the best of my knowledge. I understand that providing false information is grounds for denial of employment, or termination of employment should I be hired. Please type your name to electronically sign this document.. *. I understand that the following questions below are intended for U.S.-based applicants only and are voluntary.. *. Select.... Voluntary Self-Identification. For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.. . As set forth in Wikimedia Foundation’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.. Gender. Select.... Are you Hispanic/Latino?. Select.... Race & Ethnicity Definitions. If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:. A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.. Veteran Status. Select.... Voluntary Self-Identification of Disability. . . Form CC-305. . Page 1 of 1. . . . OMB Control Number 1250-0005. . Expires 04/30/2026. . Why are you being asked to complete this form?. We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.. Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at . www.dol.gov/ofccp. .. How do you know if you have a disability?. A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. . Disabilities include, but are not limited to:. . Alcohol or other substance use disorder (not currently using drugs illegally). . Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS. . Blind or low vision. . Cancer (past or present). . Cardiovascular or heart disease. . Celiac disease. . Cerebral palsy. . Deaf or serious difficulty hearing. . Diabetes. . Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders. . Epilepsy or other seizure disorder. . Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome. . Intellectual or developmental disability. . Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD. . Missing limbs or partially missing limbs. . Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports. . Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS). . Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities. . Partial or complete paralysis (any cause). . Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema. . Short stature (dwarfism). . Traumatic brain injury. Disability Status. Select.... PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.. Submit application. Powered by. Read our. . Privacy Policy.