Customer Success Specialist

LighthouseAI

2d•$70,000 - $80,000

About The Position

The Customer Success Specialist will be responsible for establishing and nurturing strong relationships with assigned customers, serving as their primary point of contact. This role involves understanding customer needs, providing targeted insights, and ensuring maximum success with LighthouseAI. The specialist will proactively monitor customer usage, engage regularly through various communication channels, and identify opportunities for enhancing customer value and product adoption. Additionally, the role requires gathering customer feedback to advocate for product enhancements, identifying upsell opportunities, and collaborating with sales for renewals and upsells. The position also involves creating and maintaining Standard Operating Procedures (SOPs) for the department.

Requirements

Knowledge of pharmaceutical state licensing requirements (experience in regulatory compliance, licensing, or credentialing is a plus).
Strong analytical mindset with keen attention to detail and problem-solving skills.
Tech-savvy and comfortable learning new software applications quickly.
Ability to document findings clearly and communicate effectively.
Prior experience with data validation, quality assurance, or regulatory compliance is preferred.
Ability to identify patterns, inconsistencies, and data-driven insights.
Comfortable working in a dynamic environment where software is still being tested and refined.
Self-motivated individual who takes ownership of their projects with minimal supervision.
Microsoft Office suite competency including Excel, Word, and PowerPoint.
Staying organized while effectively prioritizing multiple projects at once.
High attention to detail when completing projects.
Strong time management skills to complete projects by deadlines.
Maintain excellent verbal, writing, and language skills.

Nice To Haves

Experience in regulatory compliance, licensing, or credentialing.

Responsibilities

Establish and nurture strong relationships with assigned customers, serving as their primary point of contact.
Understand customers' unique business needs and challenges, and proactively provide targeted insights and updates to maximize their success with LighthouseAI.
Regularly engage with customers through virtual meetings, calls, emails, and other communication channels to assess their satisfaction, address concerns, and offer assistance.
Proactively monitor customer usage of LighthouseAI to ensure early detection of any issues that may be deterring the customer from reaching maximum value.
Proactively reach out to SaaS customers on a monthly basis to encourage engagement and feedback.
Collaborate with cross-functional teams to develop and execute customer success strategies, including adoption plans, business reviews, and performance analysis.
Monitor key customer metrics, track usage patterns, and identify opportunities for enhancing customer value and product adoption.
Weekly monitoring of customer usage report to detect and address any indications of lack of customer usage of LighthouseAI.
Lead monthly meeting with a cross functional team to provide an overview of customer usage trends and escalation of any indicators of decreasing customer usage/satisfaction.
Coordinate NPS (Net Promoter Score Reports) to send out monthly and 90-days post onboarding.
Gather customer feedback and insights as a “Voice of the Customers” to advocate for product enhancements and feature requests.
Weekly reports to Product Management and Marketing on any updated insights.
Act as a liaison between customers and the product management team, conveying customer requirements and preferences.
Proactively identify and share opportunities for upselling and expansion based on customers' evolving needs and usage patterns.
Collaborate with the sales team to drive successful contract renewals and upsell initiatives.
Create, revise, and maintain all SOPs for departmental reference.