We’re Hiring

Let’s build something great together! We’re looking for talented, self motivated individuals to build awesome stuff with our team!

Customer Success Agent

Full-Time
Allendale, MI

BizStream is a dynamic digital agency located just outside of Grand Rapids, MI, specializing in website development, branding, and creative design services. Within BizStream, we have a dedicated team focused on YouthCenter, a SaaS case management platform designed to support professionals working in juvenile justice, probation, diversion programs, and crisis care.

Our Case Management Product Team is on a mission to simplify case management, allowing caseworkers to focus on the people they serve. Our software streamlines data collection and reporting, making client management more efficient and human-centered. Today, we support thousands of juvenile probation officers, court administrators, diversion specialists, and crisis care workers across the country.

We’re looking for an experienced Customer Success Agent to join our team and help organizations successfully onboard, train, and maximize the value of YouthCenter. Ideal candidates will have experience in case management and training/onboarding clients into case management systems.

Key Responsibilities:

Core Skills

Build and maintain long-term relationships with YouthCenter customers, ensuring their satisfaction and continued success.
Lead the onboarding process for new YouthCenter customers by conducting training sessions, visiting clients, and providing guidance to help them effectively implement the software for their specific case management needs.
Act as a product expert, assisting clients with system configuration, workflow optimization, and best practices.
Gather customer feedback and work closely with the product team to enhance platform features and improve the overall user experience.
Proactively monitor customer engagement, offering day-to-day support to ensure customers get the most out of the platform.
Provide key stakeholders—such as caseworkers, court administrators, and diversion specialists—with in-depth product training and resources to maximize the impact of YouthCenter in their organizations.
Expand and update software documentation and training materials to improve customer self-service options.
Analyze customer system usage data to identify trends, recommend improvements, and pinpoint additional training needs.
Collaborate cross-functionally with product development, sales, and support teams to create a vibrant community and ensure smooth information-sharing across departments.

The ideal candidate will possess the following traits and skills:

At least 1 year of customer software training, help desk support, or a related role (3+ years preferred)
Strong communication and presentation skills
Ability to break down complex workflows into easily understood steps
Proven ability to manage multiple complex customer journeys at once
Familiarity with help desk solutions like Freshdesk, Jira, or similar
Familiarity with Microsoft Excel, and creating complex formulas
Familiarity with Generative Artificial Intelligence tools to assist in solving problems
High levels of empathy, patience, and humility
Learns from mistakes (everyone makes them)
Work history in or around Court, Detention, Probation, or Domestic Violence Crisis Centers

Benefits

Competitive salary and commission structure
Comprehensive medical and dental and insurance
Retirement savings plan with company match
Paid time off and holidays
Professional development opportunities
Weekly team lunches
A collaborative and creative work environment