Job Title: Customer Success Specialist (CSS)
Role: Full Time, 40 hours per week, Fully Remote
Job Overview:
We are seeking a proactive and customer-focused Customer Success Specialist (CSS) to join our remote team in supporting our Customer Success Managers (CSMs) and enhancing the experience of our clients on our platform. The CSS will play a vital role in day-to-day account management, client communications, and overall customer satisfaction for low-touch and mid-tier clients. This position is well-suited for someone with a keen eye for detail, exceptional communication skills, and a strong drive to help clients succeed.
Responsibilities:
● Customer Outreach: Conduct proactive outreach across a diverse client portfolio to ensure clients are fully functional on our platform. Gather Voice of Customer insights for future product updates.
● Account Management & Support: Independently manage communications and account needs for lower-tier and less complex accounts, ensuring each client feels supported and fully operational on the platform.
● Onboarding Support: Support onboarding for new clients, which includes account setup, delivering introductory training, and addressing initial troubleshooting inquiries. Over time, handle end-user onboarding independently, allowing CSMs to focus on executive stakeholders.
● Account Support Assistance: Collaborate with CSMs to support day-to-day account activities such as user outreach, growing share of wallet, capturing client feedback for platform improvements, and addressing client needs by directing them to the appropriate support channel (e.g., Member Services, training resources, CSM escalation).
● Customer Engagement Tracking: Monitor platform usage to identify any issues or improvement opportunities, working closely with CSMs to address these and promote client engagement.
● Presentation Preparation: Assist in creating quarterly business review (QBR) presentations for CSMs by developing Google Slide/PowerPoint decks, highlighting client health/engagement scores, emerging trends, and the value clients gain from our platform.
● Client Support: Serve as an initial point of contact for client inquiries, escalating complex issues to CSMs or other teams as necessary to ensure timely and effective resolution.
● Sales Assistance: Identify potential sales leads through client interactions, supporting sales initiatives by identifying affiliate outreach and other strategies.
Qualifications:
● Proven experience in customer support, account management, or a similar role
● Strong organizational skills with a detail-oriented approach
● Excellent communication and interpersonal skills, especially for remote interaction with
diverse clients
● Proficiency with CRM software and Google Workspace, and Microsoft Office.
● Familiarity with data analysis tools (e.g., Tableau) is a plus
● Ability to work collaboratively in a remote, team-oriented environment across time zones
