Customer Success Specialist

Customer Success Specialist

The Customer Success Specialist serves as the proactive advocate for existing customers, helping ensure clients realize ongoing value from the software. Reporting to the Director of Sales, this role monitors customer health, identifies early signs of churn risk, conducts proactive outreach, provides workflow guidance and product adoption coaching, and coordinates with Support, Product, Implementation, and Sales to resolve issues before they become cancellations.

Primary Responsibilities

• Monitor customer health dashboards, product usage, and engagement metrics to identify at-risk accounts.
• Conduct annual customer health check-ins and business reviews.
• Proactively contact customers whose product usage has declined or whose health scores indicate churn risk.
• Diagnose adoption challenges by understanding customer workflows and current system usage.
• Provide basic product coaching and best-practice recommendations to improve adoption.
• Coordinate with Support, Product, and Implementation when technical expertise or configuration changes are required.
• Own follow-up through resolution and ensure customers receive timely communication.
• Document customer feedback, feature requests, and recurring pain points.
• Identify expansion opportunities and transition qualified opportunities to the assigned Account Manager or Sales Executive.
• Maintain accurate CRM records, customer health notes, and follow-up activities.
• Partner with Marketing on customer surveys, lifecycle outreach, and retention campaigns.

Qualifications

• 2+ years in Customer Success, Technical Support, Software Training, Account Management, or SaaS implementation.
• Strong customer communication and problem-solving skills.
• Ability to understand business workflows and software usage patterns.
• Experience with CRM systems and customer success tools preferred.
• Ability to coordinate across multiple internal departments.
• Comfort interpreting usage reports and customer health metrics.

Key Performance Indicators

• Customer retention/churn rate
• Customer health score improvements
• Completion rate of proactive customer reviews
• Product adoption and usage improvements
• Time to customer follow-up
• Customer satisfaction (CSAT) and qualitative feedback
• Expansion opportunities referred to Sales

Success is measured by reducing preventable churn through proactive engagement, improving customer adoption of the platform, coordinating cross-functional solutions, and ensuring customers consistently receive value from their investment.