We are looking for a Customer Success Specialist to support our Customer Success organization and drive customer education. This role will provide tactical support to our CS leads for high-value accounts while also overseeing a portfolio of low-touch customers. Additionally, you will help scale our customer education efforts by developing and managing resources, including help center content, training materials, and self-service support documentation.
This is a high-impact, hands-on role where you'll play a critical part in customer success by ensuring customers have the resources, knowledge, and support they need to fully leverage our platform.
Customer Support & Engagement
- Provide ongoing tactical support to CS leads for high-touch customers.
- Respond to customer inquiries and support tickets via email and Zendesk, ensuring timely and high-quality responses
- Track and document customer feedback, trends, and common pain points to inform internal teams.
- Triage and escalate product issues and bugs to the Product team, ensuring clear documentation and follow-through.
- Identify upsell opportunities for low-touch customers and proactively flag them.
- Oversee low-touch customers to ensure retention and satisfaction
Customer Education
- Create, maintain, and enhance written and video-based help center content, FAQs, and self-service resources.
- Support the development of curriculum and training materials for LMS (Learning Management System).
- Build onboarding and training collateral tailored to different customer segments.
- Develop resources that align with the customer journey to drive adoption and retention.
- Collaborate with CS, Product, and Marketing teams to ensure content is up-to-date and aligned with customer needs.
