This is a summary of the Customer Success Specialist role and the duties to be performed, although not limited to these areas.
- Onboarding and Setup
- Lead the onboarding journey.
- Work hands-on with client teams to ensure early value.
- Schedule, plan and deliver training sessions with Account Managers for champions and end-users.
- Set up onboarding meetings, follow-ups and rollout plans.
- Problem-solve on the go to ensure smooth implementation.
- Establish trust and strategic advisory role early.
- Deliver ongoing training sessions in collaboration with the Account Manager.
- Host drop-in sessions for user support.
- Provide consultative advice to ensure users extract daily value.
- Maintain updated training materials and best practices with Account Manager.
- Be a point of contact for incoming calls and emails during onboarding.
- Ensure appropriate follow-ups and handover of day-to-day operational issues to the Account Manager if needed.
- Proactively manage, build and strengthen relationships through the lifecycle.
- Lead account strategy for retention and growth, working with Account Managers to resolve adoption/usage gaps.
- Address and record all usage or satisfaction issues.
- Act as strategic advisor.
- Own the client relationship.
- Monitor customer health scores and usage trends.
- Proactively flag risks and address adoption challenges.
- Lead strategy to to ensure retention.
- Analyze reports to identify bottlenecks and drive Operational OKRs.
- Continuous process improvement for customer success.
- Maintain the relationship with economic buyers and key stakeholders. Focus on renewal negotiations, contract terms, budget alignment and securing multi-year deals.
- Spot upsell opportunities through usage monitoring.
- Offer solutions to pain points and pitch new features.
- Work with Account Managers to grow MRR.
- Lead yearly renewal process (3 months prior through to signature).
- Own Quarterly Business Reviews (QBRs).
- Analyze internal reports to flag trends, gaps, or opportunities to prevent churn surprises.
- Continuously improve reporting processes.
- Improve Customer Success processes and best practices.
- Update customer support content.
- Keep comprehensive product and business model knowledge to handle inquiries.
- Share learnings with internal teams.
- Onboarding Completion Rate (% accounts fully live on time)
- Time to Value (days to first meaningful use)
- Adoption Rate (% active users / modules used)- Customer Health Score
- Net Promoter Score (NPS)- Customer Satisfaction Score (CSAT)
- Renewal Rate (% accounts renewed)
- Expansion Qualified Leads (upsell opportunities surfaced)
- Revenue Retention ($ renewed / $ due)
- Expansion Revenue Closed ($ upsell deals won)
- Bachelor's degree or diploma
- 3-years of progressive and relevant experience
- Level-headed with exceptional communication skills (verbal and written)
- Comfortable working across multiple departments
- Confident to investigate and implement new ideas in a fast-paced environment
- Ability to break down processes into practical steps
- Detail oriented & deadline conscientious
- Positive Team Player: building relationships is a core function
- Small Company mindset: Eager to invest in the JOBJACK culture and vision
- Hybrid model - Employees are in-office for 3 days per week
- Semi- Flexible hours - Your day starts anytime between 6am and 9am
- Leave - Employees have 20 days of leave in year 1 and 25 days from year 2 onwards
- No dress code - Come as you are
- Culture - We peak as a pack
- Upskilling - Access to Audible and Udemy training on dedicated company time
