We are looking for a Customer Success Specialist (CSS) to support our Customer Success Manager (CSM) in ensuring customers receive the best experience with our services. The CSS will be responsible for following up with customers, addressing inquiries, supporting them through calls, and assisting in preparing monthly, quarterly, and yearly reports. This role also involves working with internal tools to track customer data, gather feedback, and improve reporting accuracy. The ideal candidate is proactive, customer-focused, and tech-savvy, with strong communication skills.

Conduct regular follow-ups with customers to ensure satisfaction and resolve any concerns

Address customer inquiries via calls, emails, and meetings, providing prompt and efficient support

Ensure a smooth customer journey by guiding them through service usage and best practices

Collect and document customer feedback to enhance service delivery

Assist the CSM in preparing monthly, quarterly, and annual reports for customers

Track customer health metrics, engagement trends, and key insights

Utilize internal tools for reporting, data analysis, and feedback gathering to improve customer experience

Maintain accurate records of customer interactions, concerns, and resolutions

Monitor customer satisfaction levels and escalate potential risks to the CSM

Proactively identify opportunities for improvement in customer engagement

Ensure customers achieve their goals with our services and remain engaged

Work closely with the Customer Success Manager to ensure seamless customer management

Collaborate with internal teams (support, sales, and product teams) to resolve customer issues efficiently

Participate in customer success initiatives and contribute ideas for process improvement

Desired Candidate Profile

• 1-3 years in customer success, account management, or a related role
• Passion for delivering an excellent customer experience
• Ability to handle customer inquiries with a proactive and solutions-driven approach
• Ability to manage multiple customer accounts, track follow-ups, and assist in reporting
• Experience working with internal tools for reporting, data tracking, and feedback gathering
• Basic knowledge of CRM tools, customer engagement platforms, and Microsoft Office (Excel, Word, PowerPoint)
• Works collaboratively with internal teams and is ready to support the overall success of the Customer Success team
• Strong verbal and written communication skills