Customer Success Specialist

Chamberlain Group•Oak Brook, IL

13h

About The Position

The Customer Success Specialist I provides operational and customer support to help ensure successful onboarding, product adoption, and ongoing customer engagement. Under the guidance of Customer Success leadership, this role builds customer relationships, coordinates follow-up activities, monitors customer health indicators, and assists in delivering a consistent and positive customer experience. Support assigned customer accounts assisting with planning, execution, and follow-up. Assist customers in understanding software features, workflows, and best practices to help them achieve desired business outcomes. Participate in customer calls, meetings, and training sessions. Track and manage customer interactions, activities, and feedback within the CRM platform. Respond to customers in a timely, professional, and in a customer-focused manner. Support onboarding activities including account setup, training coordination, documentation sharing, and follow-up tasks. Monitor customer usage and engagement data to identify trends, risks, or opportunities for increased adoption. Collaborate cross-functionally with Sales, Support, Product, and Implementation teams to deliver a cohesive customer experience. Escalate technical issues, product questions, or account concerns to appropriate internal teams (Support, Product, Implementation, Dev). Assist with renewals, customer health tracking, and proactive outreach to support retention efforts. Document customer feedback, feature requests, and common challenges to support continuous product and process improvement. Develop and maintain a foundational working knowledge of the company’s products, services, and value proposition. Contribute to the creation and maintenance of customer-facing documentation, FAQs, and onboarding materials. Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams. Protect Chamberlain Group’s reputation by keeping information confidential. Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies. Contribute to the team effort by accomplishing related results and participating on projects as needed.

Requirements

Operational and customer support experience
Experience building customer relationships
Experience coordinating follow-up activities
Experience monitoring customer health indicators
Experience assisting in delivering a consistent and positive customer experience
Experience with CRM platforms
Ability to respond to customers in a timely, professional, and customer-focused manner
Experience supporting onboarding activities
Experience monitoring customer usage and engagement data
Ability to collaborate cross-functionally with Sales, Support, Product, and Implementation teams
Ability to escalate technical issues, product questions, or account concerns to appropriate internal teams
Experience assisting with renewals and customer health tracking
Ability to document customer feedback, feature requests, and common challenges
Foundational working knowledge of company products, services, and value proposition
Ability to contribute to the creation and maintenance of customer-facing documentation, FAQs, and onboarding materials
Ability to comply with health and safety guidelines and rules
Ability to protect company reputation by keeping information confidential
Ability to maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.
Ability to contribute to the team effort by accomplishing related results and participating on projects as needed.

Responsibilities

Support assigned customer accounts assisting with planning, execution, and follow-up.
Assist customers in understanding software features, workflows, and best practices to help them achieve desired business outcomes.
Participate in customer calls, meetings, and training sessions.
Track and manage customer interactions, activities, and feedback within the CRM platform.
Respond to customers in a timely, professional, and in a customer-focused manner.
Support onboarding activities including account setup, training coordination, documentation sharing, and follow-up tasks.
Monitor customer usage and engagement data to identify trends, risks, or opportunities for increased adoption.
Collaborate cross-functionally with Sales, Support, Product, and Implementation teams to deliver a cohesive customer experience.
Escalate technical issues, product questions, or account concerns to appropriate internal teams (Support, Product, Implementation, Dev).
Assist with renewals, customer health tracking, and proactive outreach to support retention efforts.
Document customer feedback, feature requests, and common challenges to support continuous product and process improvement.
Develop and maintain a foundational working knowledge of the company’s products, services, and value proposition.
Contribute to the creation and maintenance of customer-facing documentation, FAQs, and onboarding materials.
Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.
Protect Chamberlain Group’s reputation by keeping information confidential.
Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.
Contribute to the team effort by accomplishing related results and participating on projects as needed.