Customer Success Specialist

This is a fully remote position, open to applicants in California, +11 more states.

📋 Description

• Assist a portfolio of institutional accounts by addressing customer inquiries, performing regular check-ins, and ensuring follow-up coordination.

• Elevate strategic or leadership-related issues to the Institutional Customer Success Manager.

• Facilitate onboarding for new clients, including account setup, implementation, training, and continuous education.

• Supply resources and best practices to enhance customers' effective use of Sketchy.

• Address and prioritize support requests from students and faculty.

• Forward technical problems to the Support team and monitor recurring inquiries.

• Track customer usage and engagement, and prepare reports and presentations for customers.

• Identify accounts that may require additional outreach or support.

• Collaborate with Sales and the Institutional team on renewal preparations, retention strategies, and account planning.

• Assist in identifying potential expansion opportunities.

• Collect and document customer feedback, coordinating with Product and Support to address issues.

• Maintain accurate customer records and activities within CRM and Customer Success systems, like HubSpot.

• Coordinate institutional communications, resources, and related initiatives with internal partners.

• Utilize approved AI tools for meeting notes, drafting follow-ups, preparing customer resources, summarization, and routine account management.

• Validate AI outputs while safeguarding customer information.

⛳️ Requirements

• 1–3 years of experience in Customer Success, Account Management, Client Services, Customer Support, Education, SaaS, or other relevant customer-facing roles.

• Bachelor’s degree in Business, Communications, Education, or a related field, or equivalent relevant experience.

• Basic proficiency with AI tools for prompting, summarization, drafting, research, or routine workflow assistance.

• Capability to validate AI outputs and adhere to company data and privacy policies.

• Willingness to travel 1-2 times per quarter for conferences, educational events, and meetings.

• Experience in medical or health professions education is advantageous.

• Background in nursing or NP programs is beneficial.

• Familiarity with HubSpot or a comparable CRM.

• Comfort in handling usage data within spreadsheets.

🏝️ Benefits

• Remote First - Make a difference from wherever you choose to work.

• Flexible Time Off - No accruals, just genuine work-life balance.

• 100% Individual Health Coverage - We have you covered!

• Equity - From day one, you'll have a stake in our future growth.

• 401(k) - We support your financial future with up to 5% matching.

• Team Events - Get to know the team at an annual company retreat and more.

• Annual Work Anniversary Stipend

• Monthly Wifi & Phone Reimbursement

• Short Term & Long Term Disability

• Sales incentive opportunity