Customer Success Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage existing customer accounts as well as new product integrations while implementing strategies to reduce customer churn and enhance customer lifetime value.

• Develop and sustain strong relationships with instructors, acting as their reliable advisor.

• Comprehend their course objectives and challenges, and proactively offer strategic guidance and support.

• Work closely with the sales team to ensure timely renewals and identify opportunities for expansion.

• Analyze customer usage patterns and proactively recommend additional products or services that meet their needs and goals.

• Ensure a seamless onboarding process for customers, educating them on best practices, guided course setups, and new tools and features.

• Effectively handle a high volume of external and internal emails, as well as inbound and outbound phone calls to assist both customers and colleagues.

• Create and implement calling and email campaigns directed at current customer accounts (including existing customers, contacts, and potential new clients).

• Maintain accurate and timely record keeping and manage the contact database.

• Identify potential issues with accounts and proactively devise strategies to enhance their experience with the support of the department leadership team.

• Engage with the department leadership team to advocate for, prioritize, and address customer needs and requests.

• Serve as the voice of the customer within the organization.

• Advocate for customer needs, provide feedback to product teams, and work with cross-functional teams to tackle customer concerns and deliver solutions that promote customer success.

• Organize and facilitate virtual events such as webinars, workshops, and conferences.

⛳️ Requirements

• Bachelor’s Degree.

• Excellent verbal and written communication, strategic planning, and project management skills.

• Analytical and process-driven mindset.

• Capability to troubleshoot technology issues and support digital offerings.

• Comfortable collaborating across multiple departments in a fast-paced, deadline-driven environment.

• Active team player, self-motivated, and able to multitask while quickly adjusting priorities.

• Must have experience in one of the following areas: Customer success/customer service with a technology product.

• Instructional Design experience in Higher Education.

• Instructional experience within Higher Education (professor, lecturer, or TA).

• Professional experience in communications, marketing, sales, account management, or customer success.

🏝️ Benefits

• 30+ days of paid time off to start, with additional time accrued each year of employment.

• Employer 401(k) match of up to 3.5%.

• Significant employer contribution to healthcare benefits.

• Company Credit Card.

• Cell Stipend.

• Competitive pay and bonus structure.

• Generous health benefits (Medical insurance through BCBS, Vision insurance through EyeMed, Dental insurance through Mutual of Omaha).

• HSA Employer Match.

• Employer Match to 401k retirement plan.

• Generous vacation, sick leave, discretionary days, and paid holidays.

• 100% employer-paid dental, Employee Assistance Program, life, AD&D, and LTD insurance.

• And much more!