Customer Success Specialist

Customer Success Specialist
The Customer Success Specialist supports a portfolio of customer accounts through onboarding, adoption, and renewal, serving as a day-to-day point of contact. They ensure customers see ELC as an indispensable tool with continued value by presenting webinars, translating new features to suit their need, and providing post-implementation training. The Specialist handles routine questions or escalates complex issues to the right internal team, seeing things through to resolution. They keep a pulse on their assigned customers, flagging at-risk accounts early to prevent churn. The role works closely with Sales, Support, and Implementation to provide a coordinated customer experience where nothing falls through the cracks.

RESPONSIBILITIES

Customer Success & Retention

• Support a portfolio of customer accounts through onboarding, adoption, and renewal, building day-to-day working relationships with account contacts
• Serve as the first point of contact for assigned accounts, responding to questions and resolving common issues directly
• Triage incoming customer requests, route them to the right internal team for escalation. Follow up to confirm they are resolved
• Monitor account health and engagement.
• Collaborate on renewals with the Account Manager
• Identify at-risk accounts early, flag them, and support recovery efforts

Adoption & Training

• Deliver product onboarding and training aligned to service level agreement
• Help customers apply the product to their day-to-day workflows and share best practices. Based on their expressed pain points, recommend solutions and give tailored ideas for using new features
• With the Implementation Manager, coordinate internally to ensure smooth handoff from Implementation to Success

Customer Advocacy + Voice of Customer

• Gather customer feedback and usage trends. Share with Product, Support, and other internal teams
• Represent the customer's perspective in internal discussions about their accounts
• Flag expansion and upsell signals to Sales and connect the customer with the right contact

Customer Operations

• Keep account records, activity notes, and health data current in CRM and customer success tools
• Follow customer success playbooks and contribute ideas for continuous improvement
• Coordinate across Sales, Support, and Implementation to keep account information and next steps aligned

Required Qualifications & Education

• Bachelor's degree in Education, Communication, Business Administration, or a similar field; or an equivalent combination of education and four years of relevant experience
• 2–4 years in customer success, account management, or customer support or comparable roles supporting a SaaS product. Experience in EdTech preferred.
• Strong communication and relationship-building skills, with the ability to work across internal teams
• Well organized, with the ability to manage multiple accounts and priorities at once
• A problem-solver who knows when to resolve an issue directly and when to bring in the right people
• Demonstrated ability to connect customer goals to company opportunity via strategic thinking and internal collaboration
• Experience with a CRM, Salesforce preferred

Preferred Qualifications

• Experience in EdTech, higher education, non-profit, or SaaS
• Familiarity with adult learning or instructional-design principles
• Experience with Atlassian tools (Jira, Confluence)

Core Competencies

• Customer focus
• Customer Advocacy
• Problem-solving
• Communication and relationship-building
• Collaboration
• Organization and time management
• Adaptability 
• Accountability
• Strategic thinker
• Continuous learning

BASE SALARY RANGE: 70,000 to 80,000 USD (plus performance bonus)

This is a Remote / Work From Home role for the United States only. We are unable to provide sponsorship for this role.

Talk About Company Perks! 

Phenomenal Benefits. Lumivero offers a comprehensive benefits package, including full medical, dental, and vision coverage, flexible PTO, 401K, and more. 

High-Growth Startup Mentality. There is plenty of room for you to impact the organization and advance your career positively.

Please note that this employer uses an automated AI resume screening tool as part of the application review process. This tool analyzes resumes against job requirements to help identify well-suited candidates based on skills, education, and relevant experience. However, human recruiters and hiring managers remain actively involved throughout the process — they review applications, exercise independent judgment, and make all final shortlisting and hiring decisions.