Customer Success Specialist

Responsibilities

• Manage assigned customer accounts from onboarding through renewal
• Conduct proactive outreach via phone, email, and virtual meetings
• Drive product adoption and ensure customers are using key features
• Monitor account health and escalate churn risks early
• Respond to customer inquiries and coordinate issue resolution
• Work closely with Sales, Technical Support, and Product teams
• Maintain accurate CRM documentation and account records
• Follow established processes and meet team KPIs
• Support renewal and expansion conversations
• Participate in ongoing product and process training

Requirements

• A clear and professional communicator who is comfortable leading customer conversations
• Proactive and organized in managing follow-ups and account activity
• Comfortable conducting outreach rather than waiting for inbound requests
• Solutions-oriented and calm when addressing customer concerns
• Detail-oriented and accountable for results
• Able to manage multiple accounts simultaneously
• Team-oriented but capable of working independently

Qualifications

• 2+ years in Customer Success, Account Management, or a client-facing role
• Experience managing multiple accounts simultaneously
• Strong phone and written communication skills
• Experience working with SaaS platforms preferred
• Comfortable using CRM systems and ticketing tools
• Bachelor's degree preferred