Customer Success Specialist

September 22

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Description

• Drive Adoption, Renewal and Expansion: Customer Lifecycle Management - Oversee the entire customer journey, from onboarding, adoption to renewal and expansion. • Relationship Building: Foster strong customer relationships, acting as a primary point of contact and trusted advisor. Understand the field and blockers. • Key Performance Indicators (KPIs): Driving customer success by increasing activation, adoption, and retention rates aligned with company goals. This includes proactively monitoring customer health, identifying potential risks, and implementing strategies to improve customer satisfaction and loyalty. By leveraging customer data, the role will focus on optimizing customer experiences, measuring performance against key indicators, and making data-driven decisions to enhance customer engagement and retention. • Team Collaboration: Partner with sales, support, product, and marketing teams to deliver exceptional customer experiences. Collaborate with sales to establish customer committees and ensure effective onboarding. Work closely with the content and product team to gather customer feedback and inform product development. • Operational Efficiency: Contribute to team efficiency by standardizing processes, utilizing CRM tools effectively, and participating in regular team meetings. • Adaptability and Flexibility: Perform other duties as assigned to support the evolving needs of the business and achieve company goals.

Requirements

• Bilingual (Fluent French and English). • Degree in Education, Marketing, Business or equivalent. • Previous sales and/or customer service experience (a huge plus). • Flexibility to handle changing customer needs, company priorities and CRM system updates. • Ability to design processes and workflows to drive efficiency – mapping out things that work well for others to follow. • Well-developed ability to build strong relationships, quickly establish credibility and collaborate across multiple internal and external teams. • Experienced in supporting change management, and organizational readiness. • A love of data to share meaningful recommendations/insights with clients to help drive adoption - help them understand what is working and not working. • High energy level, hard worker, demonstrated drive to succeed, and a sense of urgency. • Experience within a fast paced, growth organization is ideal. • Strong writing and presentation skills.

Benefits

• Full time remote position • Flexible work hours. • Collaborative work environment. • Competitive salary + commission. • Eligibility the company Option Pool. • 4 weeks’ vacation. • Supported to do one of the most impactful work of your life.