Customer Success Specialist

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

📋 Description

• Oversee the overall success and retention of a pooled account portfolio through scalable 1:many customer communications.

• Act as the main customer contact for critical situations within pooled accounts.

• Address customer needs by utilizing product features or engaging internal subject matter experts.

• Collaborate with team members to strategize and resolve customer issues and inquiries.

• Assist customers in overcoming challenges and reaching their objectives using best practices.

• Keep customers informed about new functionalities and promote feature adoption.

• Record customer status, needs, activities, communications, and organizational changes in Salesforce or other CRM tools.

• Maximize product value, promote add-on services and modules, and provide consultative and training services.

• Attend promotional events at industry-related conferences.

• Respond to inquiries, arrange customer meetings, discuss system usage, gather feedback, suggest features and workflows, and troubleshoot issues.

• Engage in contract discussions, prepare proposals, secure signatures, and manage relevant renewals.

• Review system usage and explore options for purchasing add-ons or additional functionalities.

• Provide basic customer training and coordinate requests for additional training.

• Manage customer terminations, gather feedback, and document churn activities.

• Monitor customer segmentation, assign journeys and playbooks, adjust automated workflows, and mitigate churn risk while enhancing cNPS/CSAT scores.

• Track key metrics including cNPS/CSAT, customer churn rate, and Net Revenue Retention.

⛳️ Requirements

• 0-3 years of experience, ideally in a client-facing or Customer Success position.

• Experience with Salesforce, ChurnZero, or other CRM platforms.

• Background in Customer Service.

• Excellent communication skills.

• Strong problem-solving and analytical abilities.

• Experience or skills in task and project management.

• Familiarity with Electronic Health Record software and the social services sector is a plus.

🏝️ Benefits

• Unlimited PTO policy.

• Competitive medical, dental, and vision healthcare coverage.

• 401k matching.

• Paid holidays.

• Volunteer time off.

• Paid parental leave.

• Remote work stipend.