Serve as the primary customer contact, building and maintaining long-lasting relationships.
Manage escalated customer support issues, exercising discretion to result in a favorable outcome.
Maximize annual renewal revenue.
Proactively ensure customers are fully utilizing products.
Capture, maintain and communicate new business opportunities that identify areas of improvement.
Meet or exceed Expansion sales goals.
Successfully execute Account Review cadence based on size and complexity of the client.
Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
Forecast and track Customer Success metrics (e.g. Retention, Expansion Pipeline, etc.).
Secure Customer Success stories by partnering with the Marketing Department.
Develop new business from existing clients and actively seek upsell opportunities with product add-ons and training.
Oversee Client retention/renewal goals.
Ensure all activities and deals are effectively managed within the CRM (Hubspot).
Partner with other departments to improve the customer experience.
Organize and lead Customer User Groups.

Experience with software and data analysis tools as well as MS Office (particularly MS Excel).
BA/BS Degree, Sales or relevant field.
Ability to communicate, present and influence account stakeholders, including Executive and C-level.
Strong level of customer service.
Proven ability to juggle multiple account management projects at one time, while maintaining sharp attention to detail.
Excellent listening, organizational and presentation abilities, to include strong verbal and written communication skills.

Client Success Specialist

Key skills