Customer Success Specialist

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

📋 Description

• Assist a portfolio of customer accounts throughout the onboarding, adoption, and renewal processes.

• Act as the primary point of contact for designated accounts.

• Address inquiries and resolve common issues while escalating more complex matters as necessary.

• Assess customer requests and ensure follow-up until resolution is achieved.

• Monitor account health and engagement, collaborating on renewal efforts.

• Identify accounts that may be at risk and aid in recovery initiatives.

• Provide product onboarding and training that aligns with service level agreements.

• Assist customers in integrating the product into their workflows and share best practices.

• Suggest solutions and customized applications for new features based on customer challenges.

• Facilitate transitions from Implementation to Customer Success.

• Collect customer feedback and usage patterns, sharing insights with Product, Support, and other teams.

• Advocate for the customer perspective during internal account discussions.

• Highlight expansion and upsell opportunities to the Sales team.

• Keep account records, activity notes, and health data updated in CRM and customer success tools.

• Adhere to customer success playbooks and contribute ideas for ongoing improvement.

• Collaborate with Sales, Support, and Implementation teams to ensure alignment on account information and next steps.

⛳️ Requirements

• A bachelor's degree in Education, Communication, Business Administration, or a related field; or an equivalent combination of education and four years of relevant experience.

• 2–4 years of experience in customer success, account management, customer support, or similar roles supporting a SaaS product.

• Experience in the EdTech sector is preferred.

• Excellent communication and relationship-building abilities.

• Capacity to collaborate effectively across internal teams.

• Skill in managing multiple accounts and priorities concurrently.

• Strong problem-solving skills, including the ability to determine when to resolve issues directly and when to escalate.

• Proven ability to align customer objectives with company opportunities through strategic thinking and teamwork.

• Familiarity with CRM systems; Salesforce experience is preferred.

• Preferred experience in EdTech, higher education, non-profit, or SaaS environments.

• Understanding of adult learning or instructional design principles.

• Proficient in using Atlassian tools (Jira, Confluence).

• Must be a full-time resident of the United States.

• No work authorization sponsorship is available.

🏝️ Benefits

• Performance bonus.

• Comprehensive medical coverage.

• Comprehensive dental coverage.

• Comprehensive vision coverage.

• Flexible paid time off (PTO).

• 401K plan.

• Opportunities for career advancement.

• Dynamic startup environment with high growth potential.