Customer Success Specialist
About The Position
ICIS is seeking a Customer Success Specialist to support customers in maximizing the value of their relationships with ICIS and its services. The role delivers a world-class customer experience across customers’ digital journeys, helping them achieve business goals and supporting long-term relationships, satisfaction, and profitability. The specialist manages an assigned portfolio of customer accounts, engaging customers throughout onboarding, adoption, value realization, and ongoing customer success. The role develops understanding of customers’ objectives, workflows, decision-making processes, and challenges; builds relationships with stakeholders; and delivers onboarding, training, and enablement. The specialist uses customer insights and engagement data to improve adoption, identify risk and opportunities, and support retention and renewal readiness in partnership with Account Managers. The position collaborates with internal teams, records customer activity and feedback in Salesforce or other approved systems, and contributes to continuous improvement of Customer Success processes and programs. Travel to customer locations, conferences, industry events, and trade shows may be required. The role is based in New York City, New York.
Requirements
- Bachelor’s degree required.
- 3 to 5 years of client-facing experience in Customer Success, Account Management, Customer Enablement, Consulting, Market Intelligence, Data Services, or a related field.
- Fluency in English and at least one additional language.
- Experience using Microsoft Office applications, including Outlook, Excel, PowerPoint, and Teams.
- Strong relationship-building, communication, organizational, time-management, analytical, and problem-solving skills.
- Ability to manage a portfolio of accounts, balance competing priorities, and work independently with accountability.
- Ability to conduct discovery conversations, communicate customer insights, and deliver presentations, onboarding, and training.
- Ability to collaborate effectively across Customer Success, Sales, Product, Support, Marketing, and other cross-functional teams.
Nice To Haves
- Experience working with Salesforce or a similar CRM platform.
- Experience managing customer relationships in a B2B environment.
- Additional language proficiency in Spanish, Portuguese, French, German, Italian, Polish, Czech, Ukrainian, Mandarin, Japanese, Korean, or another language relevant to ICIS’s global customer base.
Responsibilities
- Deliver the Customer Success engagement strategy for an assigned portfolio of customer accounts.
- Engage customers throughout their lifecycle to support onboarding, adoption, value realization, and long-term satisfaction.
- Discover and maintain understanding of customer business objectives, workflows, decision-making processes, and challenges.
- Build and maintain trusted relationships with users, champions, decision makers, and other key stakeholders.
- Deliver onboarding sessions, training, and enablement activities to help customers use ICIS products and services effectively in their workflows.
- Use customer insight and engagement data to identify opportunities to increase adoption, improve engagement, and reduce customer risk.
- Create and maintain stakeholder maps, customer profiles, and engagement plans.
- Partner with Account Managers to support retention, renewal readiness, advocacy, and qualified growth opportunities.
- Collaborate with Product, Editorial, Marketing, Sales, Support, and other internal stakeholders to communicate and address customer needs, feedback, and priorities.
- Capture, document, and share customer insights, feedback, success stories, and value statements.
- Maintain accurate records of customer activities, engagement outcomes, risks, opportunities, and follow-up actions in Salesforce and other approved systems.
- Contribute to improving Customer Success processes, programs, content, and customer engagement strategies.
- Travel to customer locations, conferences, industry events, and trade shows when required.
- Support cross-functional projects and initiatives that contribute to Customer Success objectives and broader business goals.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
