Position Summary:
At Actabl, the Customer Success Specialist is responsible for driving product adoption and demonstrating ongoing value for Field customers. This role supports customers by responding to inquiries through a delegated email inbox while also taking a proactive, strategic approach with high-growth accounts in this tier. The CSS partners closely with the Director, CX Operations team to design and execute scalable, tech-touch engagement plays that educate customers on product enhancements, new releases, and best practices, ensuring customers remain informed, successful, and positioned for long-term growth.
Essential Duties:
- Manage a portfolio of customers with a focus on customer education, product adoption, and long-term satisfaction. Act as the primary point of contact across the customer lifecycle.
- Collaborate with internal teams to escalate feedback and improve the overall customer experience.
- Drive customer engagement with proactive one-to-many strategies. Identify at-risk customers and reduce churn.
- Monitor customer health scores, usage data, and satisfaction metrics. Collaborate with teams for internal improvements.
- Implement and execute strategies and process to improve the overall customer experience and increase customer satisfaction
Minimum Qualifications:
- Bachelor's degree
- 2+ years of experience in a supporting a customer facing team role or similar role
- Strong communication and interpersonal skills
- Ability to work well under pressure and handle difficult situations with professionalism
- Proficiency in ChurnZero,SalesForce, TeamSupport, Pendo - preferred but not required
- Proficiency in excel/Google Sheets and reporting
- Strong analytical and problem-solving skills
- Ability to work independently and as part of a team
- Experience with G-Suite and Monday
- Understanding of data integrations
Key Competencies:
- Relationship management, customer engagement, and strategic consulting.
- Cross-functional communication, customer-centric problem solving, continuous improvement mindset and change management
- Data-driven decision-making, strategic planning, and proactive communication
- Analytical skills, reporting, continuous improvement mindset.
Additional Information:
This is a hybrid position, allowing for flexibility in work location. The role requires a reliable internet connection and a suitable home office setup to ensure productivity and effective communication.
- Travel: Occasional travel may be required for team meetings, conferences, or training sessions. This could include both in-state and out-of-state travel.
- Driver’s License: A valid driver’s license may be required for travel purposes.
- Equipment: The company will provide necessary equipment, including a laptop, monitor, and any additional peripherals required to perform job duties effectively. Employees are expected to maintain their equipment in good working condition.
- ADA Compliance: The company is committed to providing reasonable accommodations in accordance with the Americans with Disabilities Act (ADA). If you require any accommodations to perform your job duties, please inform your manager or the HR department.
- Work Hours: While the position offers flexibility, employees are expected to be available during core business hours to ensure collaboration with team members and stakeholders.
- Communication: Regular communication with the team will be conducted through video calls, chat applications, and email. Strong written and verbal communication skills are essential for this role.
- Compensation: Base salary range of $60k-65k + 8% annual bonus target
