Customer Success Specialist (Remote US)
About The Position
The Customer Success Specialist is a post-sale, customer-facing role responsible for guiding a portfolio of customers through their post-sale journey. This includes onboarding, product adoption, ongoing utilization, and successful renewals. Operating in a highly programmatic and proactive manner, this specialist leverages data, playbooks, and structured calls-to-action (CTAs) to ensure customers realize the maximum value from their technology investments. They act as the customer's trusted advisor, advocate internally for their needs, and identify opportunities for account expansion and renewal. This role will work with end-users and partners. This remote role must reside in the US, ideally in the southern states, with the ability to travel ~ 25%.
Requirements
- Bachelor’s degree or equivalent experience.
- 2 + years' in a direct customer success role, specifically owning end-to-end renewal execution and driving account growth through upselling and cross-selling.
- Proven experience working within a channel partner model and a strong foundational understanding of channel sales dynamics and partner ecosystems.
- Strong interpersonal and communication skills, with a demonstrated ability to effectively manage relations with both direct customers and channel partners.
- Familiarity with customer relationship management (CRM) platforms, specifically Salesforce, and Configure, Price, Quote (CPQ) software.
- Must reside in the US with a strong preference to hire within the states of Georgia, South Carolina, Florida, Mississippi, Alabama, or Virginia.
- ~ 25% travel to be expected.
Nice To Haves
- Experience in Healthcare and Hospitality preferred, but not required
- Ability to learn quickly, including strong technical acumen
- The ability to synthesize complex data into themes and develop recommendations, programs, calls-to-action
- Logical, structured thinking to build actionable, executable plans
- Team player with proven track-record of building relationships with sales and operations leaders
- Financial acumen to build ROI models
Responsibilities
- Serve as the primary post-sale point of contact for assigned customers, guiding them through a structured kickoff, implementation, and onboarding process
- Drive product adoption and utilization by educating customers on features, best practices, and advanced workflows that align with their business goals
- Conduct regular training sessions and provide resources to ensure customers are confident and proficient using their purchased solutions
- Proactively monitor account health metrics (such as utilization rates and support tickets) to identify and mitigate churn risks early
- Manage renewal cycles for assigned accounts, driving high retention rates and ensuring uninterrupted service.
- Identify upsell and cross-sell opportunities during customer touchpoints and collaborate with Sales/Account Managers to expand account revenue
- Act as the "voice of the customer" internally, collecting and relaying user feedback, feature requests, and product pain points to Product and Engineering teams
- Coordinate cross-functionally with Support, Professional Services, and Sales to quickly resolve critical customer escalations and ensure SLA alignment
Benefits
- healthcare
- wellness
- inclusion networks
- continued learning and development offerings
- community service days
- traditional insurances
- compensation
- parental leave
- employee assistance program
- paid time off offerings
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
