Customer Success Specialist

About the job

Role Overview:

Our client is seeking a Customer Success Specialist to support our Associations and Nonprofit clients. This role is responsible for ensuring customer satisfaction, adoption, and retention by acting as a trusted partner to clients throughout their lifecycle with solutions.

Responsibilities:

Onboarding and Customer Success Planning:

• Onboard customers successfully, ensuring smooth integration and a positive start with our products/services.
• Develop and implement Customer Success Plans for key accounts, setting clear goals and objectives to drive customer engagement and satisfaction.
• Regularly assess the progress of customer success initiatives and adjust plans accordingly to meet evolving needs.
• Create and execute 30-60-90-days follow-ups to ensure the customer is settled, satisfied, and realizing value from the product.

Customer Feedback & Advocacy:

• Gather, analyse, and synthesize customer feedback, identifying areas for improvement and potential new opportunities.
• Encourage and facilitate customer advocacy by obtaining testimonials and referrals.
• Create action items based on customer feedback, track progress, and ensure timely implementation.

Opportunity Identification & Cross-Functional Collaboration:

• Identify opportunities to provide additional services or solutions to existing customers and collaborate with internal teams to act on them.
• Foster cross-team collaboration to ensure customer needs are met, including aligning with sales, support, product, and marketing teams.
• Maintain a risk register, identifying potential issues and creating action plans to mitigate them.

Reporting & Data Analysis:

• Prepare health check-up reports for all accounts, utilizing data and analytics to assess customer health and product usage.
• Maintain accurate customer records and account information, ensuring data integrity and easy access for internal teams.
• Provide regular reports on customer engagement, satisfaction, and product adoption to internal stakeholders.

Renewals & Escalations:

Manage the renewal pipeline, ensuring customers renew their contracts and continue their relationship with the company.

Flag escalations and work proactively to resolve any issues or concerns, ensuring a positive customer experience.

Act as the Subject Matter Expert (SME) for partnering with clients

AI-led Solution Awareness & Adoption:

• Demonstrate understanding of AI-driven solutions relevant to customer success and digital services environments (e.g., GenAI, predictive analytics, automation, ML-enabled insights). Identify opportunities where AI-enabled capabilities can enhance customer experience, improve adoption, or create additional value for clients.
• Collaborate with internal teams to position AI-led enhancements as part of solution evolution and account growth strategy.
• Stay updated on emerging AI use cases relevant to SaaS platforms, customer engagement, analytics, and automation.

Requirements

• Bachelor's degree in a related field (IT, Business, or similar).
• Proven experience in a Customer Success role or similar customer-facing role.
• Strong communication and interpersonal skills.
• Excellent problem-solving and analytical abilities.
• Understanding of the industry and market trends.
• Ability to work collaboratively with cross-functional teams, including sales, support, and product development.
• Experience – 3-6 Years ( US/UK market)
• IT product experience ( SAAS based)

What We Offer

• Collaborative, growth-oriented culture
• Competitive compensation with performance-based incentives
• Exposure to cutting-edge education technology and innovation
• Additional benefits may include health, dental, vision, retirement plan options, and paid time off.