Customer Success Specialist

The Customer Success Manager (CSM) owns a portfolio of customers, driving adoption, value realization, and longterm retention. The CSM acts as a strategic advisor, aligning the product to customer business goals, coordinating internal resources, and identifying growth opportunities.

Key responsibilities:

Build and maintain strong relationships with key stakeholders (executive sponsors, champions, and power users) across assigned accounts.

Lead onboarding and adoption plans in partnership with Implementation, ensuring customers achieve timetovalue targets.

Monitor customer health using usage data, support trends, and sentiment to proactively address risk and identify expansion opportunities.

Conduct regular checkins and executive business reviews to present outcomes, roadmap updates, and joint success plans.

Partner with Sales on renewals and upsell motions by identifying additional use cases, user groups, or modules that can deliver value.

Coordinate with Support, Product, and Engineering to resolve complex issues, advocate for customer needs, and manage expectations.

Capture and share customer feedback, case studies, and success stories to inform product strategy and marketing.

Mentor junior team members and contribute to refining playbooks, health scoring models, and success metrics.

Requirements:

Product / Service Knowledge Level 3

Customer Communication Level 3

Technical Ability Level 3

Issue Resolution Level 3

Relationship Building Level 4

Project / Implementation Management Level 3

Data Analysis & Reporting Level 3

Strategic Thinking Level 4

Stakeholder Management Level 3

Leadership / Team Management Level 2

Process Improvement Level 3

Cultural Competence Level 3 Qualifications

1-2 years in Customer Success, Account Management, or similar customerfacing role, preferably in B2B/SaaS.

Proven track record of managing a book of business and achieving retention/expansion targets.

Strong analytical skills; comfortable working with customer data and dashboards.

Excellent relationshipbuilding, communication, and influencing skills at multiple