Customer Success Specialist

As a Customer Success Specialist 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 focused on aligning customer outcomes with company offerings while ensuring the timely delivery of services and support.

Responsibilities:



* 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 long-term, collaborative relationship with our tea...