Customer Success Specialist
About The Position
Sketchy is seeking a Customer Success Specialist to support institutional customers through onboarding, adoption, ongoing engagement, and renewal preparation. Reporting to the Institutional Customer Success Manager, the specialist will serve as a day-to-day resource for MD, DO, PA, NP, RN, and GME programs. The role coordinates training, monitors usage, prepares reports, manages follow-up, and maintains customer records to help institutions use Sketchy effectively. The specialist works with Sales, Marketing, Product, Support, and other internal partners to address customer questions, share feedback, resolve issues, and support retention and renewal preparation. The position is remote and available to employees in California, Colorado, Florida, Illinois, Massachusetts, Michigan, New Jersey, New York, Pennsylvania, Texas, Utah, and Washington. Travel of up to 1–2 times per quarter is required for conferences, educational events, and meetings. The role also uses approved AI tools for customer-success tasks, while validating outputs and protecting customer information.
Requirements
- 1–3 years of experience in Customer Success, Account Management, Client Services, Customer Support, Education, SaaS, or a related customer-facing role.
- Bachelor’s degree in Business, Communications, Education, or a related field, or equivalent relevant experience.
- Basic proficiency with AI tools for prompting, summarization, drafting, research, or routine workflow support, with the ability to validate outputs and follow company data and privacy guidelines.
- Ability to travel up to 1–2 times per quarter for conferences, educational events, and meetings.
Nice To Haves
- Experience in medical or health-professions education; nursing or NP program experience is a plus.
- Familiarity with HubSpot or a similar CRM.
- Comfort working with usage data in spreadsheets.
Responsibilities
- Support a portfolio of institutional accounts by responding to customer questions, conducting regular check-ins, and coordinating follow-up to maintain engagement and satisfaction.
- Escalate strategic or leadership-level issues to the Institutional Customer Success Manager.
- Support new-client onboarding, account setup, implementation, training, and ongoing education.
- Provide resources and best practices to help customers use Sketchy effectively.
- Respond to and triage student and faculty support requests.
- Escalate technical issues to the Support team and track recurring questions.
- Monitor customer usage and engagement and prepare customer-facing reports and presentations.
- Identify accounts that may benefit from additional outreach or support.
- Partner with Sales and the Institutional team on renewal preparation, retention initiatives, and account planning.
- Help identify potential expansion opportunities.
- Gather and document customer feedback and coordinate with Product and Support to resolve issues.
- Identify recurring questions or challenges that may inform improvements to the product, resources, or customer experience.
- Maintain accurate customer records and activity in CRM and Customer Success systems, such as HubSpot.
- Coordinate institutional communications, resources, and related initiatives with Sales, Marketing, Product, Support, and other internal partners.
- Use approved AI tools for meeting notes, follow-up drafting, customer resource preparation, summarization, and routine account administration; validate AI outputs and protect customer information.
Benefits
- Remote-first work.
- Flexible time off with no accruals.
- 100% individual health coverage.
- Equity and stock options.
- 401(k) with up to 5% matching.
- Annual company retreat and other team events.
- Annual work anniversary stipend.
- Monthly Wi-Fi and phone reimbursement.
- Short-term and long-term disability.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
