Customer Success Specialist

Role Overview

• Drive Customer Success Outcomes
• Increase renewal rates and reduce churn
• Expand our revenue in accounts through cross-sell and up-sell
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Drive new business growth through greater advocacy and reference-ability
• Define and Optimize Customer Lifecycle
• Map customer journey
• Develop listening points in journey (e.g., usage, satisfaction, etc.)
• Standardize interventions for each point in journey
• Define segmentation of customer base and varying strategies
• Identify opportunities for continuous improvement
• Learn from best practices in industry
• Manage Customer Success Activities
• Onboarding
• Training
• Professional Services
• Customer Support
• Customer Success Management
• Renewals
• Cross-sell / Up-sell
• Advocacy
• Measure Effectiveness of Customer Success
• Define operational metrics for team
• Establish system for tracking metrics
• Create cadence for review within team
• Expose subset of metrics to executive team, company and board
• Deliver Sales Related Advice and Strategies to Customers
• Understand how sales processes function
• Be able to advise our customers who may be in high level roles
• Enhance Effectiveness and Efficiency Through Technology
• Support systems
• Customer marketing software
• Reference and advocacy solutions
• Create rapid onboarding process for new team members
• Foster collaboration within team and across customer lifecycle
• Delivering webinars on a weekly basis
• Encourage continuous learning within team
• Inspire Customer Success Across Company
• Create company-wide culture of Customer Success
• Align with Marketing around marketing to existing clients
• Align with Product around driving product roadmap
• Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
• Align with Finance around measurement and forecasting
• Align with Executive Team around key metrics and objectives
• Drive company-wide definition of ideal customer
• Create company-wide customer feedback loop
• Produce two pieces of blog content per month
• One should be a case study of a customer
• One should be a LeadFuze best practices piece

Requirements

• 3+ years experience in leading customer-facing organizations
• Strong grasp of technology (software & process)
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale account management and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Experience within a software company preferred
• Ability to write well crafted emails and blog posts are a must.

Benefits

• 3 weeks paid time off the first year
• 4 weeks paid time off after one year of employment
• Paid holidays