Customer Success Specialist

8am

10d • $54,000 - $70,000

About The Position

The Customer Success Specialist, Strategic Accounts plays a critical role in supporting the long-term success of our largest and most complex customers. Working alongside Customer Success Managers and cross-functional teams, this role ensures Strategic Accounts receive exceptional day-to-day support, proactive guidance, and high-quality customer experiences throughout their lifecycle.
This position blends product expertise, problem-solving, operational excellence, and customer engagement to drive adoption, satisfaction, and value realization for some of our most high-impact customers. Specialists are trusted resources who help customers get the most out of 8am’s solutions while ensuring internal teams have accurate insights into account health, risks, and opportunities.

Requirements

• 1–2+ years in a customer-facing role such as Customer Success, Account Management, Support, or Business Development.
• Strong relationship-building skills with the ability to manage expectations and communicate clearly.
• Excellent problem-solving skills with the ability to analyze issues and identify root causes.
• Strong written and verbal communication skills.
• Highly adaptable and comfortable working in a dynamic and evolving environment.
• Ability to quickly learn and understand new technologies, workflows, and product features.
• Outstanding active listening, discovery, and customer service skills.
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

Nice To Haves

• Experience with SaaS platforms preferred; legal tech experience a plus.

Responsibilities

• Provide proactive, high-touch support for Strategic Accounts, serving as a trusted point of contact to resolve product inquiries, coordinate issue resolution, and ensure timely, accurate communication with customers and internal teams.
• Build strong relationships with end users and admins by delivering exceptional customer experiences and acting as a customer advocate—capturing feedback, identifying trends, and escalating complex issues as needed.
• Drive product adoption and value by educating customers on features, best practices, and integrations, while supporting renewal readiness through healthy utilization and customer satisfaction.
• Collaborate cross-functionally with Customer Success, Product, and Engineering to share insights, support roadmap alignment, and improve customer resources and programs.
• Maintain operational excellence by documenting activity in Salesforce, tracking key account metrics, supporting reporting, and representing the 8am brand with professionalism in every interaction.

Benefits

• Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees.
• Financial perks: We offer a competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members.
• Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for our new parents.
• Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching.
• Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development.
• Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).
• Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.

What This Job Offers

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