Customer Success Specialist

About UFP
The digital UFP‑led SaaS platform modernizing how lumber and building materials are bought and sold globally. It enables buyers and sellers to streamline quoting, purchasing, logistics, and post‑sale workflows through a secure, data‑driven platform. The digital platform is currently in an extended pilot phase with UFP purchasing, international trading teams, and select external partners.

The Role
We are looking for a Customer Success Specialist to help onboard, enable, and support our early customers as we move from pilot into commercial scale. This is a hands‑on role suited for someone who thrives in ambiguity, works closely with product teams, and enjoys helping customers realize real, measurable value from software.

You will work directly with NorthStar leadership, product, and GTM teams and play a critical role in shaping how Customer Success operates as the business grows.

What You’ll Do

• Lead onboarding and enablement for:

  • UFP Purchasing users

  • UFP International users

  • External pilot and early‑stage customers

• Guide customers through initial setup, data activation, and first live transactions

• Serve as the primary point of contact for early customers post‑onboarding

• Capture structured feedback on workflows, usability, and value realization

• Partner with Product and Engineering to help prioritize improvements

• Support pilot partners through LOI, activation, and paid conversion

• Help define customer success processes, templates, and playbooks

• Track and report adoption, usage, and qualitative success metrics

• Complete special projects as needed

• Perform other duties as required

What We’re Looking For

• 3–7 years experience in Customer Success, Onboarding, or Implementation roles

• Experience working with B2B SaaS products (early‑stage preferred)

• Comfort working across Product, Sales, and Engineering teams

• Strong communication skills with both internal teams and external customers

• Ability to manage multiple customers and workflows simultaneously

• Experience supporting international customers or complex B2B workflows is a plus

• Willingness to be hands‑on and adapt as the product and GTM motion evolve

Why This Role Is Unique

• Early influence on product and customer experience

• Direct impact on commercial validation and scale

• Opportunity to help define the future CS organization

• Close collaboration with leadership during a pivotal growth stage

Salary Pay Range:  $60,000 - $80,000 annually, dependent on experience*

                *pay range may be adjusted depending on cost of living 

Bonus/Incentive Pay

Annual performance bonus opportunity based on Company and specific business unit ROI and PBOP achievement criteria, and individual job responsibility and performance.

Benefits currently offered to our employees:

• Medical insurance

• Health savings account with company contribution

• Dental insurance

• Vision insurance

• Basic and voluntary life insurance

• Disability insurance

• 401(k) plan with company match

• Paid vacation and holidays

• Stock purchase program with employee discount

• Educational reimbursement

• Wellness programs and challenges 

• Other supplemental benefits