Customer Success Specialist - West Coast

penlink • Remote,

23h • Remote

About The Position

PenLink is seeking a Customer Success Specialist to join its Customer Success Team. The role owns the full lifecycle of client relationships, from onboarding through ongoing satisfaction and retention, and supports customers in an assigned territory. As a trusted advisor, the specialist helps clients maximize the value of PenLink products while developing customer-success strategies and resources. The position collaborates with internal and external senior managers to address customer needs and drive growth, and tracks and maintains key customer-success metrics.

This is a fully remote position. Applicants located in California, Washington, Oregon, Idaho, Nevada, and Arizona are preferred. Regular travel to customer locations is required for in-person consultations, demonstrations, and briefings.

Requirements

• At least 3 years of experience working with OSINT is required.
• Ability to manage customer issues and resolve escalations.
• Ability to support complex, high-value, or marquee accounts.
• Results-driven, self-starting approach, outstanding interpersonal abilities, attention to detail, and organizational skills.
• Ability to work as an active team player, adapt quickly to changing priorities, and support multiple customers or initiatives simultaneously.
• Proven experience using law enforcement software for a variety of workflows.

Nice To Haves

• At least 5 years of experience working in law enforcement, such as as an analyst, investigator, or officer, is preferred.
• Experience with Tangles, PenLink’s primary open-source intelligence tool for law enforcement, is preferred.

Responsibilities

• Serve as the day-to-day contact for assigned accounts, building trust and rapport, identifying opportunities, highlighting best practices, and documenting them.
• Review the customer journey and how it is supported, then use a consultative approach to help clients overcome issues and achieve their goals.
• Collaborate, problem-solve, and strategize with team members, including sales and training teams.
• Identify risk and growth indicators for assigned accounts.
• Travel regularly to customer locations for in-person consultations, demonstrations, and briefings.
• Adhere to team and company processes.
• Perform other duties as assigned.
• Own client relationships from onboarding through ongoing satisfaction and retention.
• Help clients maximize product value and develop customer-success strategies and resources.
• Collaborate with internal and external senior managers to address customer needs and drive growth.
• Track and maintain key customer-success metrics.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed