Customer Success Specialist

Ensure every customer receives maximum value from our platform by proactively monitoring implementation health, resolving issues, and driving product adoption.

Implementation Health

• Monitor account health regularly and take proactive steps to maintain customer delight.
• Track customer issues and coordinate resolutions swiftly.

Customer Engagement

• Conduct review sessions to gather feedback on product experience.
• Act as the customer’s voice within company, advocating for their needs.

Product Feedback & Enhancement

• Identify feature requests that increase customer value and relay them to the Product team.
• Collaborate cross-functionally to prioritise enhancements.

Training & Adoption

• Deliver training sessions for end-users to boost adoption and usage.
• Build solid, long-lasting relationships that foster trust and expansion.

• Mind-set: Proactive, high-integrity, eager to learn and apply insights.
• Adaptability: Comfortable in a fast-paced, high-growth environment.
• Collaboration: Team player who excels both independently and collaboratively.
• Communication: Outstanding verbal and written skills; customer-centric approach.
• Problem-Solving: Strong analytical thinking with technical aptitude.

• Tenure: 6–12 months in a customer-facing or support role.

• SQL
• Excel (Advanced Excel a plus)

• Gain industry context and understand how our product benefits customers.
• Learn cross-functional processes and document initial learnings.

• Achieve full knowledge of our product features.
• Shadow existing CSMs, resolve basic queries under guidance, and document insights.

• Own 3–4 customer accounts, resolving queries independently.
• Map each customer’s business goals to our platform and track deliverables.

• Manage multiple customer accounts end-to-end.
• Conduct quarterly business reviews, strengthen relationships, and mentor new CSMs.