Sr. Customer Success Specialist

3MD Inc. • Redmond, WA

3d • Onsite

About The Position

As a Senior Customer Success Specialist, you will take on a lead role in supporting and enhancing the post-sale customer engagement teams. This position involves a strategic mix of data analysis, reporting, logistics management, and direct customer interaction. The ideal candidate will be proactive, detail-oriented, and capable of managing multiple complex tasks while collaborating with various internal and external stakeholders. The primary focus will be to build and maintain strong relationships with the company’s customers, understand their unique needs, and proactively address any challenges they may encounter. This role is responsible for mentoring junior Customer Success Specialists, driving customer satisfaction, and contributing to program development.

Requirements

• 3-5 years of experience in a customer facing role, ideally within the B2B technology or services space
• Excellent communication skills (verbal and written)
• Strong organizational skills and attention to detail
• Ability to work independently and as part of a team

Nice To Haves

• Bachelor's degree in Business, Communications or a related field preferred
• Familiarity with Salesforce, Jira, and Microsoft’s suite of products

Responsibilities

• Develop and maintain a deep understanding of each customer’s goals and objectives to drive the adoption and usage of Denali’s products and services
• Act as a primary point of contact for key customers, addressing inquiries, resolving issues and provide timely assistance
• Proactively engage with customer stakeholders to identify opportunities for account growth and identify potential risks
• Collaborate with sales, warehousing and operations, and technical teams to align on customer success strategies and deliver a seamless customer experience
• Help define and analyze customer health and engagement metrics, identifying trends and opportunities to enhance customer value
• Prepare and present detailed reports on program effectiveness to senior management and key customer stakeholders
• Provide guidance, support, and serve as an escalation point to the Customer Success Specialists, fostering a collaborative and high performing team environment
• Conduct training sessions and workshops to share best practices and improve team capabilities
• Lead customer meetings, providing updates and addressing concerns to improve service delivery
• Oversee the consolidation and reporting of data for various customer initiatives, relaying that data back to the customer in a way that drives business value
• Coordinate logistics and shipment support, resolving any issues promptly and efficiently
• Collect customer feedback and relay back to Customer Success leadership for distribution to internal stakeholders
• Continuously evaluate and improve customer success processes and workflow to enhance efficiency and customer satisfaction

Benefits

• U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company contribution, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.
• U.S.-based employees also receive, per calendar year, up to 6 scheduled paid holidays.
• eligible hourly/non-exempt and exempt employees accrue up to 112 hours of PTO based on years of service and may annually take up to 8 hours of paid volunteer time.
• Additional paid sick leave is also provided if required by state or local law.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees