Customer Success Specialist

Job Description

Overview:

Are you a customer-centric individual with a passion for building relationships and driving product adoption? Do you thrive in a fast-paced environment where you can make a real impact? If so, we want you on our team!

We are looking for a motivated and organized Customer Success Specialist to join our growing team. In this role, you will be the primary point of contact for our small and low-touch customers, ensuring they are successful and delighted with our products. You will also play a crucial role in supporting our Strategic Account Managers (SAMs) with larger accounts, making you a key player in our customer success strategy. Ideal candidates must be open to working this schedule, Monday-Friday, 10AM-7PM EST time. This is to be able to support customers on the West Coast.

What You’ll Do

Your Independent Responsibilities:

• Manage a Portfolio of Small to Mid-Sized Customers: You will be the dedicated point of contact for our smaller clients, building strong relationships, understanding their business goals, and ensuring they achieve success with our platform.

• Conduct Lightweight Quarterly Business Reviews (QBRs): You will prepare and present regular health checks and performance reviews for your customers, highlighting their successes and identifying opportunities for growth.

• Drive Product Adoption: Proactively monitor customer usage and health data, reaching out to offer guidance, share best practices, and ensure they are taking full advantage of the product’s features.

• Oversee Basic Renewals: With guidance from senior team members, you will manage the contract renewal process for your customer accounts, ensuring high rates of retention.

• Analyze Customer Support Ticket Patterns: You’ll keep an eye on incoming support tickets from your customers to identify recurring issues, spot trends, and provide feedback to our product and engineering teams.

How You’ll Support the Strategic Account Management (SAM) Team:

• Handle Hands-On Configuration Tasks: Assist the SAMs by managing technical setup and configuration tasks for larger, more complex customer accounts.

• Ensure Timely Resolution of Open Tickets: Act as a point of escalation by following up on open support tickets for strategic accounts to ensure customer issues are resolved promptly.

• Prepare Decks for Major QBRs: Support the SAMs by gathering data, creating insightful reports, and building compelling presentation decks for their Quarterly Business Reviews with top-tier clients.

• Track and Manage Action Items: Diligently document and follow up on all action items and next steps that come out of customer meetings and calls to ensure nothing falls through the cracks.

• Coordinate Internal Requests: Serve as a liaison between the customer and our internal teams (like Support, Product, and Engineering) to manage requests and coordinate resources effectively.

• Manage Key Project Timelines: Keep customer-related projects, such as onboarding or special implementations, on track by managing timelines and ensuring all stakeholders are aligned.

What You’ll Need (Required Qualifications)

• High school diploma or equivalent required; Bachelor’s degree is a plus.

• Some experience in a customer-facing role (e.g., customer service, support, retail).

• Strong verbal and written communication skills.

• Good problem-solving abilities and a can-do attitude.

• Comfortable learning new software and technology.

• Highly organized with the ability to manage multiple tasks.

Bonus Points (Preferred Qualifications):

• Bachelor’s degree in Business, Communication, or a related field.

• Experience working in a SaaS or technology-focused company.

• Hands-on experience with CRM software (like Salesforce) or Customer Success platforms (like Gainsight or Catalyst).

• Basic understanding of data analysis and reporting in tools like Excel or Google Sheets.

• Experience in a role that required project coordination or managing timelines.

• A “can-do” attitude and a genuine passion for helping others succeed.

WiredPeople provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, WiredPeople complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.