Remote Customer Success Specialist

Overview As a Customer Success Rep 1 at CharacterStrong, you will play a critical role in ensuring our customers achieve meaningful impact and lasting value from our solutions. Embedded within our Small Accounts Team, you’ll be part of a collaborative, team-based model responsible for supporting a large portfolio of customers. Your primary focus will be to drive retention through proactive renewal outreach and delivering impactful, scalable customer experiences that empower our customers to thrive. Responsibilities Build Healthy Customer Relationships: Develop and nurture strong, long-lasting relationships with customers by delivering scalable and value-driven engagements. Drive Adoption and Satisfaction: Proactively engage with customers to drive adoption of our products and services, ensuring our customers experience the full value of our offerings. Manage a Book of Business and Renewals: Proactively manage a portfolio of customer accounts, ensuring timely renewals, accurate forecasting, and improved retention rates. Serve as a Customer Advocate and Advisor: Act as the voice of the customer within CharacterStrong, advocating for their needs and providing feedback to relevant teams. Consult on how to increase adoption and improve customer ROI. Monitor Progress and Adoption: Track customer success metrics and monitor their progress and adoption of our products or services, intervening as needed to drive desired outcomes. Identify Upsells: Collaborate with our Sales team to identify opportunities for upselling or expanding services to existing customers, based on their evolving needs and goals. Prepare and Facilitate Customer Meetings: Conduct regular check-ins with customers to fine-tune strategies to increase effectiveness and efficiency (e.g. account reviews, webinars, demos, and other proactive interactions). Maintain in-depth knowledge of our products: Help effectively assist customers and inspire product loyalty. Qualifications Minimum 1-year experience in a customer-facing role, such as Customer Success, Account Management, Sales, or Professional Services Ability to think on your feet and quickly grasp new concepts Strong communication and interpersonal skills, with the ability to build rapport and trust with customers Self-starter who is comfortable working independently Extremely organized and consistent with strong attention to detail. Produces timely, quality results and consistently asks the question, “How can I make this 1% better?” EdTech (K-12) preferred Efficient with CRM’s, Google Suite applications and other business apps such as: Slack, Zoom, Notion, Quickbooks, and Hubspot preferred Posted Salary Range USD $65,000.00 - USD $75,000.00 /Yr. Physical Requirements Remote Work Environment #J-18808-Ljbffr