Customer Success Specialist

This role manages a portfolio of SaaS customers across onboarding, adoption, engagement, and renewal. It serves as a trusted day-to-day contact, helping customers realize measurable and continued value from the platform. The position combines relationship management, customer education, problem-solving, and proactive account health monitoring. It delivers onboarding and training, translates product capabilities into practical workflows, and recommends relevant features and best practices. The role also collaborates closely with Sales, Support, Implementation, Product, and other internal teams to create a seamless customer experience. It provides an opportunity to influence product improvements by bringing customer feedback and usage insights back to internal stakeholders. This is a fully remote opportunity suited to an organized, customer-focused professional who thrives in a collaborative SaaS environment.

Accountabilities

• Manage a portfolio of customer accounts throughout onboarding, adoption, engagement, and renewal while developing strong day-to-day relationships with key contacts.
• Serve as the primary point of contact for assigned customers, answering routine questions and resolving common issues directly.
• Triage customer requests, elevate complex issues to the appropriate internal teams, and follow through until resolution.
• Monitor customer health, product usage, and engagement levels to identify opportunities and potential risks early.
• Partner with Account Managers on renewal activities and support strategies designed to strengthen retention and reduce churn.
• Deliver product onboarding and training in accordance with customer service-level agreements.
• Help customers incorporate the platform into their daily workflows by sharing best practices, tailored recommendations, and practical guidance.
• Translate customer pain points into relevant product recommendations and demonstrate how new features can address their needs.
• Coordinate with Implementation teams to ensure smooth transitions from implementation into ongoing customer success.
• Gather customer feedback, usage trends, and recurring needs and communicate meaningful insights to Product, Support, and other internal teams.
• Advocate for the customer perspective in internal discussions and account planning.
• Identify potential expansion and upsell opportunities and connect customers with the appropriate Sales contact.
• Maintain accurate customer records, activity notes, health information, and account data in CRM and customer success platforms.
• Follow established customer success playbooks while contributing ideas that improve processes, workflows, and the overall customer experience.
• Coordinate across Sales, Support, and Implementation to ensure account information, responsibilities, and next steps remain aligned.

Requirements

• Bachelor's degree in Education, Communication, Business Administration, or a related field, or an equivalent combination of education and relevant experience.
• 2-4 years of experience in customer success, account management, customer support, or a comparable customer-facing role supporting SaaS products.
• Strong communication and relationship-building abilities, with confidence working across customers and multiple internal teams.
• Excellent organization and time-management skills, with the ability to manage multiple accounts, priorities, and deadlines simultaneously.
• Strong problem-solving abilities and sound judgment regarding when to resolve customer issues independently and when to involve specialized internal resources.
• Demonstrated ability to connect customer goals and challenges with broader business opportunities through strategic thinking and cross-functional collaboration.
• Experience working with CRM and customer success platforms; Salesforce experience is preferred.
• Customer-focused mindset with a strong commitment to advocacy, accountability, and delivering positive outcomes.
• Ability to adapt to changing customer needs, priorities, technologies, and business requirements.
• Strong collaboration skills and the ability to build trust with customers and colleagues.
• A continuous-learning mindset and willingness to develop deeper product, industry, and customer expertise.
• Experience in EdTech, higher education, or nonprofit environments is preferred.
• Familiarity with adult learning or instructional-design principles is advantageous.
• Experience with Atlassian tools such as Jira or Confluence is a plus.
• Must be legally authorized to work in the United States; visa sponsorship is not available.

Benefits

• Base salary of $70,000-$80,000.
• Eligibility for a performance-based annual bonus.
• Fully remote work within the United States.
• Company-provided equipment and a monthly technology stipend for your home office.
• Comprehensive medical, dental, and vision insurance with significant company contributions.
• HSA and FSA options.
• Short- and long-term disability insurance.
• Company-provided life insurance and voluntary supplemental insurance options.
• Traditional and Roth 401(k) options with a generous company match and immediate vesting.
• Flexible paid time off.
• 11 paid holidays and paid sick time.
• Company-paid parental leave.
• Opportunity to work with a global team and collaborate with colleagues internationally.
• Supportive environment focused on customer impact, collaboration, learning, and professional growth.