Customer Success Specialist

The Customer Success Specialist supports a portfolio of customer accounts through onboarding, adoption, and renewal, serving as a day-to-day point of contact. They ensure customers see ELC as an indispensable tool with continued value by presenting webinars, translating new features to suit their needs, and providing post-implementation training. The Specialist handles routine questions or escalates complex issues to the right internal team, seeing things through to resolution. They keep a pulse on their assigned customers, flagging at-risk accounts early to prevent churn. The role works closely with Sales, Support, and Implementation to provide a coordinated customer experience where nothing falls through the cracks. Responsibilities Customer Success & Retention Support a portfolio of customer accounts through onboarding, adoption, and renewal, building day-to-day working relationships with account contactsServe as the first point of contact for assigned accounts, responding to questions and resolving common issues directlyTriage incoming customer requests, routing them to the right internal team for escalation. Follow up to confirm they are resolvedMonitor account health and engagementCollaborate on renewals with the Account ManagerIdentify at-risk accounts early, flag them, and support recovery efforts Adoption & Training Deliver product onboarding and training aligned to the service level agreementHelp customers apply the product to their day-to-day workflows and share best practices. Based on their expressed pain points, recommend solutions and give tailored ideas for using new featuresWith the Implementation Manager, coordinate internally to ensure a smooth handoff from Implementation to Success Customer Advocacy and Voice of Customer Gather customer feedback and usage trends. Share with Product, Support, and other internal teamsRepresent the customer's perspective in internal discussions about their accountsFlag expansion and upsell signals to Sales and connect the customer with the right contact Customer Operations Keep account records, activity notes, and health data current in CRM and customer success toolsFollow customer success playbooks and contribute ideas for continuous improvementCoordinate across Sales, Support, and Implementation to keep account information and next steps aligned Required Qualifications & Education Bachelor's degree in Education, Communication, Business Administration, or a similar field; or an equivalent combination of education and 4 years of relevant experience2–4 years in customer success, account management, customer support, or comparable roles supporting a SaaS productStrong communication and relationship-building skills, with the ability to work across internal teamsWell organized, with the ability to manage multiple accounts and priorities at onceA problem-solver who knows when to resolve an issue directly and when to bring in the right peopleDemonstrated ability to connect customer goals to company opportunity via strategic thinking and internal collaborationExperience with a CRM, Salesforce preferred Preferred Qualifications Experience in EdTech, higher education, or non-profit Familiarity with adult learning or instructional-design principlesExperience with Atlassian tools (Jira, Confluence) Core Competencies Customer focusCustomer AdvocacyProblem-solvingCommunication and relationship-buildingCollaborationOrganization and time managementAdaptability AccountabilityStrategic thinkerContinuous learning The Essentials Fully remote in the USA. We provide all necessary equipment and a monthly tech stipend for your home office A global team with local connections. Work with talented Lumiverians worldwide Visa sponsorship is not available for this role. Lumivero participates in E-Verify. All offers are contingent upon successful confirmation of employment eligibility Compensation + Benefits Base salary is $70,000 - $80,000 with eligibility to earn a performance-based annual bonus Benefits package including generous company contribution for major medical, dental, and vision insurance with HSA and FSA options available Additional insurance coverage including long and short-term disability coverage, life insurance, and voluntary insurance options Roth and Traditional 401(k) options with a generous match, vested immediately Technology stipend to keep your home office running Flexible time off, 11 holidays, and paid sick time Company paid parental leave policies Who We Are Lumivero empowers researchers, industry experts, and business leaders to simplify data complexity, find insights, and get clarity through human expertise, trusted data, and intelligent agents. We pair expert-built, rigorous methodology with powerful data analysis and AI-driven workflows so the people making high-stakes calls can make them with confidence. It's trusted at serious scale. Our solutions include the #1 probabilistic risk software, the #1 QDA software, and the most cited software in their fields. More than 27,000 organizations worldwide rely on Lumivero — including around 90% of the Fortune 100 — across energy, financial services, government, defense, and manufacturing. Please note that this employer uses an automated AI resume screening tool as part of the application review process. This tool analyzes resumes against job requirements to help identify well-suited candidates based on skills, education, and relevant experience. However, human recruiters and hiring managers remain actively involved throughout the process — they review applications, exercise independent judgment, and make all final shortlisting and hiring decisions. Powered by JazzHR DhxT3xYXbV