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

The Company is an Equal Opportunity Employer.