Customer Success Specialist

About the role

We are currently expanding our team and suite of products & services and looking for exciting new talent to help grow our brand. This full-time remote position is ideal for someone with knowledge of pharmaceutical state licensing and a strong ability to assess data accuracy and functionality.

Responsibilities

• Establish and nurture strong relationships with assigned customers, serving as their primary point of contact.
• Understand customers' unique business needs and challenges, and proactively provide the customers targeted insights and updates to maximize their success with LighthouseAI.
• Regularly engage with customers through virtual meetings, calls, emails, and other communication channels to assess their satisfaction, address concerns, and offer assistance.
• Proactively monitor customer usage of LighthouseAI to ensure early detection of any issues that may be deterring the customer from reaching maximum value from LighthouseAI due to unexpected lapses in usage.
• Proactively reach out to SaaS customers on a monthly basis to encourage engagement and feedback
• Weekly monitoring of customer usage report to detect and address any indications of lack of customer usage of LighthouseAI to proactively take action to ensure a customer’s satisfaction of the software
• Lead monthly meeting with a cross functional team to provide an overview of customer usage trends and escalation of any indicators of decreasing customer usage/satisfaction
• Cook up NPS (Net Promoter Score Reports) to send out monthly and 90-days post onboarding
• Gather customer feedback and insights as a “Voice of the Customers” to advocate for product enhancements and feature requests, ensuring continuous improvement and alignment with customer needs.
• Weekly reports to Product Management and Marketing on any updated insights
• Act as a liaison between customers and the product management team, conveying customer requirements and preferences.
• Proactively identify and share opportunities for upselling and expansion based on customers' evolving needs and usage patterns.
• Collaborate with the sales team to drive successful contract renewals and upsell initiatives.
• Create, revise, and maintain all SOPs for departmental reference.

Qualifications

• Knowledge of pharmaceutical state licensing requirements (experience in regulatory compliance, licensing, or credentialing is a plus).
• Strong analytical mindset with keen attention to detail and problem-solving skills.
• Tech-savvy and comfortable learning new software applications quickly.
• Ability to document findings clearly and communicate effectively.
• Prior experience with data validation, quality assurance, or regulatory compliance is preferred.

Compensation

Salary Range: $70,000 - $80,000

Benefits

• Health, Dental, Vision Insurance
• STD, LTD, Life Insurance
• 401(k)
• PTO and Paid Holidays