Customer Success Specialist (Remote US)

What We're Looking For

The Customer Success Specialist is a post-sale, customer-facing role responsible for guiding a portfolio of customers through their post-sale journey. This includes onboarding, product adoption, ongoing utilization, and successful renewals. Operating in a highly programmatic and proactive manner, this specialist leverages data, playbooks, and structured calls-to-action (CTAs) to ensure customers realize the maximum value from their technology investments. They act as the customer's trusted advisor, advocate internally for their needs, and identify opportunities for account expansion and renewal. This role will work with end-users and partners. This remote role must reside in the US, ideally in the southern states, with the ability to travel ~ 25%.

Essential Duties And Responsibilities

Onboarding & Product Adoption

• Serve as the primary post-sale point of contact for assigned customers, guiding them through a structured kickoff, implementation, and onboarding process
• Drive product adoption and utilization by educating customers on features, best practices, and advanced workflows that align with their business goals
• Conduct regular training sessions and provide resources to ensure customers are confident and proficient using their purchased solutions

Retention, Renewals, & Account Health

• Proactively monitor account health metrics (such as utilization rates and support tickets) to identify and mitigate churn risks early
• Manage renewal cycles for assigned accounts, driving high retention rates and ensuring uninterrupted service
• Identify upsell and cross-sell opportunities during customer touchpoints and collaborate with Sales/Account Managers to expand account revenue

Customer Advocacy & Escalation Support

• Act as the "voice of the customer" internally, collecting and relaying user feedback, feature requests, and product pain points to Product and Engineering teams
• Coordinate cross-functionally with Support, Professional Services, and Sales to quickly resolve critical customer escalations and ensure SLA alignment

Key Skills And Competencies

• Customer Relationship Management: Ability to establish rapport quickly, build trust, and manage diverse customer stakeholders
• Data Literacy: Comfort using CRM tools (e.g., Salesforce) and analytics platforms to track customer health scores and utilization trends
• Problem-Solving & Empathy: Strong listening skills to understand customer business pain points and recommend targeted features or solutions
• Communication: Excellent written and verbal communication skills for presenting product training, leading meetings, and coordinating internal teams

Minimum Qualifications

• Bachelor's degree or equivalent experience
• 2+ years in a direct customer success role, specifically owning end-to-end renewal execution and driving account growth through upselling and cross-selling
• Proven experience working within a channel partner model and a strong foundational understanding of channel sales dynamics and partner ecosystems
• Strong interpersonal and communication skills, with a demonstrated ability to effectively manage relations with both direct customers and channel partners
• Familiarity with customer relationship management (CRM) platforms, specifically Salesforce, and Configure, Price, Quote (CPQ) software
• Must reside in the US with a strong preference to hire within the states of Georgia, South Carolina, Florida, Mississippi, Alabama, or Virginia
• ~25% travel to be expected

Preferred Qualifications

• Experience in Healthcare and Hospitality preferred, but not required
• Ability to learn quickly, including strong technical acumen
• The ability to synthesize complex data into themes and develop recommendations, programs, calls-to-action
• Logical, structured thinking to build actionable, executable plans
• Team player with proven track-record of building relationships with sales and operations leaders
• Financial acumen to build ROI models

Pay

$78,560.00 - $117,840.00 Annual Incentive Compensation. In addition to base pay, Zebra offers this role an opportunity to earn variable compensation in the form of commission for achieving quota, at 25%, in accordance with the terms of the applicable sales incentive plan.

Benefits

Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent. We are committed to providing our employees with a benefits program that is comprehensive and competitive – including healthcare, wellness, inclusion networks, and continued learning and development offerings. We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work. Salary offered will vary depending on your location, job-related skills, knowledge, and experience. Additionally, all Zebra roles are eligible for cash incentive programs. For example, sales roles have additional opportunity to earn substantial variable compensation tied to quota achievement. In most other roles, the Zebra annual cash incentive program links Company and individual performance together. Some roles may also be eligible for long-term incentive equity awards.