Customer Success Specialist

Lumivero•,

19d•$70,000 - $80,000•Remote

About The Position

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 need, 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.

Requirements

Bachelor's degree in Education, Communication, Business Administration, or a similar field; or an equivalent combination of education and four years of relevant experience
2–4 years in customer success, account management, or customer support or comparable roles supporting a SaaS product.
Strong communication and relationship-building skills, with the ability to work across internal teams
Well organized, with the ability to manage multiple accounts and priorities at once
A problem-solver who knows when to resolve an issue directly and when to bring in the right people
Demonstrated ability to connect customer goals to company opportunity via strategic thinking and internal collaboration
Experience with a CRM, Salesforce preferred

Nice To Haves

Experience in EdTech, higher education, non-profit, or SaaS
Familiarity with adult learning or instructional-design principles
Experience with Atlassian tools (Jira, Confluence)

Responsibilities

Support a portfolio of customer accounts through onboarding, adoption, and renewal, building day-to-day working relationships with account contacts
Serve as the first point of contact for assigned accounts, responding to questions and resolving common issues directly
Triage incoming customer requests, route them to the right internal team for escalation. Follow up to confirm they are resolved
Monitor account health and engagement.
Collaborate on renewals with the Account Manager
Identify at-risk accounts early, flag them, and support recovery efforts
Deliver product onboarding and training aligned to service level agreement
Help 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 features
With the Implementation Manager, coordinate internally to ensure smooth handoff from Implementation to Success
Gather customer feedback and usage trends. Share with Product, Support, and other internal teams
Represent the customer's perspective in internal discussions about their accounts
Flag expansion and upsell signals to Sales and connect the customer with the right contact
Keep account records, activity notes, and health data current in CRM and customer success tools
Follow customer success playbooks and contribute ideas for continuous improvement
Coordinate across Sales, Support, and Implementation to keep account information and next steps aligned