Customer Success Specialist

Job Description

Customer Success Specialist

Location: Hybrid – Hollywood, Florida

Q6 Cyber is looking for a motivated, organized, and people-oriented individual to join our Customer Success team. This is an opportunity for someone who enjoys working with people, solving problems, and keeping things organized to build a career in Customer Success within the growing cybersecurity industry.

We're looking for someone who communicates well, takes initiative, enjoys learning new things, and follows through on commitments.

Reporting to the VP, Customer Success, you'll work directly with customers throughout their experience with Q6 Cyber. You'll help new customers get started, coordinate onboarding activities, lead platform training, maintain customer relationships, and help customers understand how to get the most value from Q6's threat intelligence solutions. You'll make sure questions, requests, and commitments don't fall through the cracks while helping customers achieve their goals.

This role combines customer relationship management with organization, coordination, and process management. You'll work with customers and internal teams to keep activities moving forward, understand customer needs and priorities, and ensure customers are getting meaningful value from their relationship with Q6 Cyber.

Join a growing cybersecurity company with an established client base and a collaborative team dedicated to helping financial organizations better protect themselves against cyber threats.

• Building Customer Relationships: Develop positive relationships with customer contacts and serve as a responsive, dependable resource throughout their experience with Q6 Cyber.
• Customer Onboarding: Coordinate the onboarding process by gathering required customer information, tracking outstanding items, scheduling kickoff calls, managing follow-ups, and ensuring customers are prepared to get started.
• Customer Training: Lead customer training sessions, helping users understand how to navigate the Q6 Cyber platform, use available features, and incorporate the platform into their workflows.
• Customer Engagement and Adoption: Help customers understand the capabilities of Q6's solutions and how they can support their fraud prevention and cybersecurity efforts. Encourage regular platform use, identify adoption gaps, and help customers get the most value from their investment.
• Ongoing Customer Success: Maintain regular communication with customers, understand their goals and priorities, discuss Q6 findings and capabilities, and help ensure customers are realizing value from the relationship.
• Customer Support and Follow-Through: Respond to customer questions, coordinate with internal teams to address issues, and keep customers informed until requests are resolved.
• Activity and Project Coordination: Manage customer-related activities, timelines, action items, and deliverables. Keep track of commitments and ensure nothing falls through the cracks.
• Customer Health and Engagement Tracking: Monitor customer activity, platform usage, and onboarding progress. Help identify customers who may need additional attention or opportunities for greater engagement, and coordinate appropriate follow-up with the Q6 Cyber internal team.
• Customer Feedback: Gather customer feedback, identify recurring questions or challenges, and share insights with internal teams to help improve the product and customer experience.
• Organization and Process Improvement: Maintain accurate customer records, meeting notes, and follow-up activities. Help develop and improve internal processes, workflows, and customer-facing resources.
• Team Collaboration: Work closely with colleagues across Customer Success, Intelligence, and Sales to coordinate customer needs and deliver a consistent customer experience.

• Strong communication skills and the ability to interact comfortably and professionally with customers.
• A genuine interest in helping people, answering questions, and solving problems.
• Excellent organizational skills and attention to detail, with the ability to manage multiple tasks and keep track of follow-ups.
• Someone who takes initiative, accepts responsibility, and sees things through to completion.
• Comfortable speaking with people, leading conversations, and presenting information to small groups.
• A willingness to learn new technology, understand a platform, and explain it to others.
• A positive, adaptable attitude and the ability to work in a fast-paced, growing company.
• Ability to build relationships with different personalities and work effectively with a team.
• Familiarity with everyday business tools such as Microsoft Office, Google Workspace, and CRM systems. HubSpot experience is a plus, but not required.
• Previous experience in customer service, hospitality, sales support, account coordination, project coordination, administration, or a similar role is helpful.
• An interest in cybersecurity, fraud prevention, or financial services is a plus.