Customer Success Specialist

<h3>Accountabilities</h3><li>Manage a portfolio of customer accounts throughout onboarding, adoption, engagement, and renewal while developing strong day-to-day relationships with key contacts.</li><li>Serve as the primary point of contact for assigned customers, answering routine questions and resolving common issues directly.</li><li>Triage customer requests, escalate complex issues to the appropriate internal teams, and follow through until resolution.</li><li>Monitor customer health, product usage, and engagement levels to identify opportunities and potential risks early.</li><li>Partner with Account Managers on renewal activities and support strategies designed to strengthen retention and reduce churn.</li><li>Deliver product onboarding and training in accordance with customer service-level agreements.</li><li>Help customers incorporate the platform into their daily workflows by sharing best practices, tailored recommendations, and practical guidance.</li><li>Translate customer pain points into relevant product recommendations and demonstrate how new features can address their needs.</li><li>Coordinate with Implementation teams to ensure smooth transitions from implementation into ongoing customer success.</li><li>Gather customer feedback, usage trends, and recurring needs and communicate meaningful insights to Product, Support, and other internal teams.</li><li>Advocate for the customer perspective in internal discussions and account planning.</li><li>Identify potential expansion and upsell opportunities and connect customers with the appropriate Sales contact.</li><li>Maintain accurate customer records, activity notes, health information, and account data in CRM and customer success platforms.</li><li>Follow established customer success playbooks while contributing ideas that improve processes, workflows, and the overall customer experience.</li><li>Coordinate across Sales, Support, and Implementation to ensure account information, responsibilities, and next steps remain aligned.</li><h2>Requirements</h2><li>Bachelor's degree in Education, Communication, Business Administration, or a related field, or an equivalent combination of education and relevant experience.</li><li>2–4 years of experience in customer success, account management, customer support, or a comparable customer-facing role supporting SaaS products.</li><li>Strong communication and relationship-building abilities, with confidence working across customers and multiple internal teams.</li><li>Excellent organization and time-management skills, with the ability to manage multiple accounts, priorities, and deadlines simultaneously.</li><li>Strong problem-solving abilities and sound judgment regarding when to resolve customer issues independently and when to involve specialized internal resources.</li><li>Demonstrated ability to connect customer goals and challenges with broader business opportunities through strategic thinking and cross-functional collaboration.</li><li>Experience working with CRM and customer success platforms; Salesforce experience is preferred.</li><li>Customer-focused mindset with a strong commitment to advocacy, accountability, and delivering positive outcomes.</li><li>Ability to adapt to changing customer needs, priorities, technologies, and business requirements.</li><li>Strong collaboration skills and the ability to build trust with customers and colleagues.</li><li>A continuous-learning mindset and willingness to develop deeper product, industry, and customer expertise.</li><li>Experience in EdTech, higher education, or nonprofit environments is preferred.</li><li>Familiarity with adult learning or instructional-design principles is advantageous.</li><li>Experience with Atlassian tools such as Jira or Confluence is a plus.</li><li>Must be legally authorized to work in the United States; visa sponsorship is not available.</li><h2>Benefits</h2><li>Base salary of<strong>$70,000–$80,000</strong>.</li><li>Eligibility for a performance-based annual bonus.</li><li>Fully remote work within the United States.</li><li>Company-provided equipment and a monthly technology stipend for your home office.</li><li>Comprehensive medical, dental, and vision insurance with significant company contributions.</li><li>HSA and FSA options.</li><li>Short- and long-term disability insurance.</li><li>Company-provided life insurance and voluntary supplemental insurance options.</li><li>Traditional and Roth 401(k) options with a generous company match and immediate vesting.</li><li>Flexible paid time off.</li><li>11 paid holidays and paid sick time.</li><li>Company-paid parental leave.</li><li>Opportunity to work with a global team and collaborate with colleagues internationally.</li><li>Supportive environment focused on customer impact, collaboration, learning, and professional growth.</li>