Customer Success Specialist

Customer Success Specialist (CSS) – IC Role

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About Us:

Concentric AI is a dynamic and innovative startup dedicated to pushing the boundaries of data security. We are passionate about solving complex problems and creating cutting-edge solutions that make a significant impact. If you thrive in a fast-paced, collaborative environment and have a passion for software development, we want you on our team. Join us on the journey to reinvent data security, where we uphold values of Trust, Humility, and Learning at the core of everything we do. Generative AI is rapidly emerging as a critical threat vector and Concentric AI are rising to meet the challenge with two acquisitions", along with the link https://concentric.ai/press-release/concentric-ai-acquires-data-security-technologies-swift-security-and-acante/ 

About the Role

We are looking for a proactive, analytical, and customer-obsessed Customer Success Specialist to drive product adoption, retention, and customer value for our enterprise clients. This is a full-stack CS role spanning onboarding, configuration support, product enablement, and ongoing success management. 

Key Responsibilities

• Analyse customer data on Concentric Platform, extract relevant insights to identify data risks, develop risk remediation strategies 
• Prepare and present data risk reports to customers. Handhold them for implementation of the risk remediation strategies 
• Serve as customer’s trusted data security advisor, providing subject matter expertise, strategic guidance to drive adoption of concentric platform aligned with customer objectives. 
• Own end-to-end onboarding for new customers: environment setup, configuration, and feature walkthroughs. 
• Build strong relationships with customer teams (IT, Security, Compliance, Engineering). 
• Understand customer use-cases deeply and map them to product capabilities. 
• Provide hands-on product training and drive adoption across customer stakeholders. 
• Monitor customer health, identify risks, and proactively drive retention. 
• Partner with Product & Engineering teams on feature requests, escalations, and roadmap inputs. 
• Manage account operations: usage reviews, QBRs, renewal prep, and documentation. 
• Act as the voice of the customer internally to influence product improvements. 

Required Skills & Experience

• 2–5 years of experience in Customer Success / Technical Account Management in a B2B SaaS environment. 
• Strong experience on with data analytics. Proven ability to extract relevant insights from big volumes of data to solve specific problems. Eye for detecting trends, anomalies in data. 
• Experience in handling large North American clients 
• Strong understanding of cybersecurity / data security concepts (preferred). 
• Experience working with enterprise customers. 
• Excellent communication, problem-solving, and stakeholder management skills. 
• Ability to understand API-based SaaS platforms, integrations, and dashboards. 
• Comfortable working closely with technical teams.