Customer Success Specialist

📋 Description

• Proactively analyze metrics for utilization, retention, expansion, and satisfaction in Tier 5+ accounts.
• Serve as escalation point for CS Associates on Tier 5/6 accounts needing senior support.
• Lead collaboration with Sales, Product, Support, and Software Development per customer needs.
• Act as a product expert internally and externally.
• Maintain methodical records and Account Plans in Vitally for named accounts.
• Establish lasting relationships with key stakeholders through regular meetings.

🎯 Requirements

• 2-4 years of experience in Customer Success, Account Management, or related client-facing field.
• Experience owning or co-owning a book of business with retention or growth metrics.
• Strong understanding of business processes; translate customer needs into internal action.
• Comfort managing multiple accounts, priorities, and internal stakeholders.
• Strong written and verbal communication; professional and confident with customers at all levels.
• Experience with Salesforce, Vitally, and Microsoft Office.