Customer Success Specialist

We are looking for a Customer Success Specialist to make an impact! In this role, you will manage mid-tier existing customer accounts, providing proactive engagement to ensure customer satisfaction and retention.

The role requires balancing operational tasks such as onboarding and account management with strategic relationship-building efforts with middle management.

The Customer Success Specialist will be focued on aligning customer outcomes with company offerings while ensuring the timely delivery of services and support.

What will you do?


* Act as the main point of contact for mid-touch customers, maintaining operational relationships primarily with middle managers.


* Establish and maintain regular communication with customers, ensuring consistent engagement through weekly and quarterly touchpoints.


* Implement standard onboarding plans to guide customers through their initial product setup and adoption process.


* Generate and manage customer success plans, outlining goals and measurable outcomes.


* Provide and prepare standard documentation and pricing for mid-touch customers.


* Maintain consistent communication with customers, including weekly updates and periodic reviews.


* Conduct biannual business reviews to assess customer health, identify any issues, and propose solutions.


* Engage in periodic communication with Sales teams to ensure alignment and cooperation on customer needs and renewals.


* Focus on customer retention by identifying risks and addressing them proactively.


* Assist in generating internal success stories (1 or more per customer) that highlight key achievements and successful use cases.


* Facilitate webinars with advocates and multi-customer sessions to foster knowledge sharing and product expertise within the customer base.


* Work with product owners to gather customer feedback, providing valuable insights that influence the product roadmap.


* Encourage customer participation in advocacy programs, including user conferences and webinars, positioning them as leaders in their field.


* Prepare standard documentation for mid-touch customers, ensuring all required materials are tailored to their needs.


* Create and maintain standard pricing for mid-tier accounts, with occasional customization as required by customer needs.


* Contribute to the development and dissemination of internal reports tracking customer health, retention rates, and engagement metrics.


* Collaborate with Sales and Support teams on customer-related initiatives, ensuring a smooth handoff and cohesive support for the customer.


* Maintain a strong partnership with internal teams to ensure customer issues are resolved and escalations are managed effectively.


* Maximize the return on investment from our software and services.


* Continuous Service Improvement, benefit from ongoing enhancements based on customer feedback and industry trends.


* Build a lon...