Work Setup: Work From Home (WFH Setup).
Schedule: US Eastern Time (9 AM 6 PM, MonFri)
Start Date: ASAP
What does a day in the life of a Customer Success Specialist look like
- Respond to inbound account-related questions directly, blending support with light-touch CSM work
- Own a portfolio of SMB accountsconducting check-ins to reinforce value, address questions, and deepen relationships
- Monitor customer health and product usage trends (including Sidekick adoption) to proactively identify risks to retention
- Use Salesforce case alerts to flag and follow up on drops in usage, re-engaging customers with guidance and resources
- Track customer sentiment through channels, support interactions, and informal check ins to ensure customers feel supported and confident in our value
- Become an expert in our platform and guide customers to best practices and new capabilities
- Trigger strategic, timely outreach to surface product recommendations and educational resources
- Partner closely with Support, Education, Customer Success, Sales, and Marketing to ensure a seamless, connected experience throughout the customer lifecycle
What are the required qualifications for a Customer Success Specialist
- 1-2 years in a customer-facing role, preferably in SaaS industry
- Highly organized and able to manage multiple conversations at once
- Strong written and verbal communicator with a customer-first mindset
- Curious, proactive, and eager to learn
- Experience in Lifecycle management and renewals
- Experience in Customer Success (CS) motions
- CRM experience (Zendesk, Salesforce)
- Ability to handle proactive communications, including automated email updates about client accounts and follow-ups to schedule calls.
- Familiarity with renewals processes while negotiations are handled by a Renewals Specialist, the CSS should support by coordinating schedules and joining calls to stay aligned on progress and client feedback.
- Retention-focused mindset, with success measured by retention KPIs and linked to a bonus structure.
Ninja Perks and Benefits
- Competitive compensation
- Beautiful facility & Free Meals for onsite positions
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off, birthday leave
- Opportunities for skills training and personal and professional development
- Employee referral program
Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready
If you are interested, you can access your instant interview here: https://alpharun.com/i/pbQb0exj8sUE0SW1lAZxw
