Job description
Join our fast-growing SaaS company as a Customer Success Specialist in Austin, TX. You will empower customers to achieve their desired outcomes through onboarding, adoption, and thoughtful support. This is a high-impact role for a customer-obsessed communicator who loves solving problems and driving value.
As part of the Customer Success team, you will partner with customers to maximize product value, drive adoption, and ensure renewals. You will collaborate with Sales, Product, and Support to deliver a seamless customer journey and measurable outcomes.
Responsibility
- Own the end-to-end customer journey from onboarding to renewal, ensuring value realization and low churn.
- Guide customers through onboarding, configuration, and best practices to achieve time-to-value quickly.
- Monitor health metrics, adoption rates, and usage trends; proactively address risks and escalations.
- Build strong relationships with executives and product champions; become the trusted advisor for success.
- Collaborate with Sales to identify expansion opportunities and coordinate renewal conversations.
- Provide value-based customer education through webinars, guides, and in-app guidance.
- Partner with Product and Support to relay customer feedback and drive product improvements.
Qualification
- 3+ years in Customer Success, Account Management, or Technical Support in a SaaS environment.
- Proven track record of driving adoption, renewals, and customer satisfaction metrics.
- Strong written and verbal communication with the ability to translate complex concepts into business outcomes.
- Experience using CRM and CS tools (e.g., Salesforce, HubSpot, Gainsight) and data-driven decision-making.
- Ability to manage multiple accounts with a proactive, organized, and consultative approach.
- Bachelor's degree in Business, IT, or related field preferred.