Customer Success Specialist

Daktronics•,

1d•$22 - $27•Remote

About The Position

We are currently seeking a Customer Success Specialist. You will support the successful onboarding, adoption, and engagement of subscription service customers by guiding them through setup, providing ongoing communication, and strengthening renewal and expansion opportunities. This role also manages community engagement, gathers customer insights, and collaborates across teams to improve the customer experience. This role owns the customer success lifecycle, including onboarding, adoption, engagement, retention, and renewal strategy, using customer data and key performance metrics to continuously optimize the customer experience.

Requirements

Bachelor’s degree required.
Demonstrated success building and maintaining strong customer relationships while driving adoption, engagement, and customer satisfaction.
Strong analytical skills with the ability to interpret customer data, identify trends, and recommend actions to improve customer outcomes.
Ability to work independently while collaborating with cross-functional teams.
Experience using customer engagement and reporting tools, this position will utilize Wrike, to track customer interactions, measure success, and inform business decisions.
Strong communication skills.
Customer-first mindset.
Strong organizational and self-management skills.
Analytical mindset.
Technical aptitude.
Process documentation and improvement skills.
Fluent in English, written and verbal.
Applicants must be 18 years of age or older.
Daktronics does not sponsor, renew, or extend immigration visas for this position.

Responsibilities

Maintain, document, and continuously improve the end-to-end customer success journey, ensuring customers receive the right communications, training, and support at each stage of their subscription lifecycle.
Welcome and orient new subscription customers (calls, emails, webinars).
Guide customers through login, setup, and course access to ensure early value.
Track trained vs. untrained customers and monitor impact on subscription renewal rates.
Maintain visibility on onboarding milestones (first login, course engagement, webinar attendance).
Improve and standardize onboarding processes across subscription services.
Own customer success KPIs, including onboarding completion, activation, engagement, retention, renewal, and customer satisfaction.
Analyze customer success metrics and trends to identify opportunities to improve the customer journey and overall customer health.
Develop, execute, and continuously optimize customer success strategies based on customer behavior, feedback, and performance data.
Maintain consistent communication via phone, email, and community messaging.
Log all customer touchpoints in CRM/tracking tools (Salesforce, Wrike, Excel).
Follow up with low-engagement or untrained accounts.
Embed training into the customer adoption curve (timed training, community activities, webinars).
Build and maintain customer health dashboards and regularly communicate insights and recommendations to leadership.
Develop standardized outreach materials (templates, scripts).
Collect customer feedback on onboarding, training, and product experience.
Identify adoption barriers and provide recommendations.
Provide reports to surface expansion opportunities.
Deliver product demos to customers.
Identify upselling and cross-selling opportunities.
Build renewal-focused communication to reinforce loyalty.
Monitor and moderate the DakClassroom Community.
Post announcements and engagement content.
Escalate recurring issues to internal teams.
Manage DakClassroom Showcase Awards process.
Increase participation in adoption activities.
Track renewal outcomes tied to training engagement.
Partner with Sales and Services teams.
Work with Training/Knowledge teams to align content.
Coordinate with Marketing on campaigns and communications.
Share insights with leadership.