Customer Success Specialist

The Customer Success Manager (CSM) at Lepton Software is a critical role focused on building and maintaining strong, long-lasting relationships with our existing customers. You will be the primary advocate for our clients, ensuring they derive maximum value from our solutions, including Google Maps Platform updates and Lepton's internal products. Your goal is to drive customer satisfaction, retention, identify upsell/cross-sell opportunities, and proactively address any challenges to ensure a seamless customer experience.

JOB RESPONSIBILITY

Customer Engagement & Relationship Management:

• Develop and maintain strong, trusted advisor relationships with key stakeholders within your
• assigned customer accounts.
• Conduct regular check-ins, business reviews (QBRs), and strategic discussions to understand
• customer goals, challenges, and how Lepton's solutions can support them.
• Act as the primary point of contact for your portfolio of customers.

Value Realization & Adoption:

• Proactively educate customers on new features, updates, and best practices related to Google
• Maps Platform and Lepton's internal solutions.
• Organize and conduct workshops, training sessions, and webinars to enhance customer
• proficiency and drive adoption of our products.
• Help customers define and achieve their desired outcomes using our technology.

Issue Resolution & Proactive Support:

• Proactively monitor customer health and identify any potential issues or risks.
• Understand and document ongoing issues, working closely with support, technical, and
• product teams to ensure timely and effective resolution.
• Serve as an escalation point for customer concerns, advocating internally on their behalf.

Growth & Expansion (Upsell/Cross-sell):

• Identify opportunities for upselling additional services/features or cross-selling
• complementary Lepton solutions that align with customer needs and business objectives.
• Collaborate with the sales team to develop and execute strategies for account growth.

Feedback & Advocacy:

• Gather customer feedback on our products, services, and processes, and share these insights
• with relevant internal teams (Product, Engineering, Sales, Marketing).
• Champion customer needs and perspectives within Lepton Software.

Reporting & Documentation:

• Maintain accurate records of customer interactions, progress, and status in our CRM system.
• Track key customer success metrics (e.g., satisfaction, retention, adoption, upsell).

QUALIFICATION & SKILLSET

• Bachelor's degree in Business Administration, Marketing, Computer Science, GIS, or a related
• field.
• 3 - 5 years of experience in a Customer Success, Account Management, Technical Account
• Management, or similar client-facing role, preferably in a B2B SaaS or technology environment.
• Proven experience engaging with existing customers, managing relationships, and driving
• customer satisfaction and retention.
• Demonstrable ability to identify and capitalize on upsell/cross-sell opportunities.
• Strong understanding of or willingness to quickly learn Google Maps Platform services and
• geospatial concepts.
• Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
• Excellent communication, presentation, and interpersonal skills, with an ability to explain
• technical concepts to non-technical audiences.
• Proactive, empathetic, and customer-centric mindset.
• Strong problem-solving skills and the ability to manage multiple priorities effectively.
• Experience in arranging and delivering workshops or training sessions.