Customer Success Specialist

Position Overview:We help our customers get more customers, it's as easy as that.To do that it is imperative that they continue to receive massive value from us to be lifelong customers.As such, we need an experienced Customer Success Specialist to own the process of helping our customers succeed.This role includes responsibilities for Customer Success activities (e.g., on-boarding, support calls, advising customers on sales strategies, demo calls, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). This is a remote position but you need to be based in the US and be willing to work Pacific hours.What We Offer:In addition to paid holidays, you receive 3 weeks paid time off the first year, and 4 weeks after one year of employment. The pay range is $54,000 - $60,000 per year based on experience.Responsibilities: Drive Customer Success OutcomesIncrease renewal rates and reduce churnExpand our revenue in accounts through cross-sell and up-sellInfluence future lifetime value through higher product adoption, customer satisfaction and overall health scoresDrive new business growth through greater advocacy and reference-abilityDefine and Optimize Customer LifecycleMap customer journeyDevelop listening points in journey (e.g., usage, satisfaction, etc.)Standardize interventions for each point in journeyDefine segmentation of customer base and varying strategiesIdentify opportunities for continuous improvementLearn from best practices in industryManage Customer Success ActivitiesOnboardingTrainingProfessional ServicesCustomer SupportCustomer Success ManagementRenewalsCross-sell / Up-sellAdvocacyMeasure Effectiveness of Customer SuccessDefine operational metrics for teamEstablish system for tracking metricsCreate cadence for review within teamExpose subset of metrics to executive team, company and boardDeliver Sales Related Advice and Strategies to CustomersUnderstand how sales processes functionBe able to advise our customers who may be in high level rolesEnhance Effectiveness and Efficiency Through TechnologySupport systemsCustomer marketing softwareReference and advocacy solutionsCreate rapid onboarding process for new team membersFoster collaboration within team and across customer lifecycleDelivering webinars on a weekly basisEncourage continuous learning within teamInspire Customer Success Across CompanyCreate company-wide culture of Customer SuccessAlign with Marketing around marketing to existing clientsAlign with Product around driving product roadmapAlign with Sales around cross-sell and up-sell and focus on selling with a retention focusAlign with Finance around measurement and forecastingAlign with Executive Team around key metrics and objectivesDrive company-wide definition of ideal customerCreate company-wide customer feedback loopProduce two pieces of blog content per monthOne should be a case study of a customerOne should be a LeadFuze best practices pieceRequired Experience / Skills:3+ years experience in leading customer-facing organizationsStrong grasp of technology (software & process)Ability to manage influence through persuasion, negotiation, and consensus buildingIdeally combined background of post-sale account management and sales experienceStrong empathy for customers AND passion for revenue and growthDeep understanding of value drivers in recurring revenue business modelsAnalytical and process-oriented mindsetDemonstrated desire for continuous learning and improvementEnthusiastic and creative leader with the ability to inspire othersExcellent communication and presentation skillsExperience within a software company preferredAbility to write well crafted emails and blog posts are a mustMake sure to complete the FULL questionnaire. Originally posted on Himalayas