Customer Success Specialist

Customer Success Specialist
The Customer Success Specialist supports a portfolio of customer accounts through onboarding, adoption, and renewal, serving as a day-to-day point of contact. They ensure customers see ELC as an indispensable tool with continued value by presenting webinars, translating new features to suit their need, and providing post-implementation training. The Specialist handles routine questions or escalates complex issues to the right internal team, seeing things through to resolution. They keep a pulse on their assigned customers, flagging at-risk accounts early to prevent churn. The role works closely with Sales, Support, and Implementation to provide a coordinated customer experience where nothing falls through the cracks.

RESPONSIBILITIES

Customer Success & Retention
- Support a portfolio of customer accounts through onboarding, adoption, and renewal, building day-to-day working relationships with account contacts

- Serve as the first point of contact for assigned accounts, responding to questions and resolving common issues directly

- Triage incoming customer requests, route them to the right internal team for escalation. Follow up to confirm they are resolved

- Monitor account health and engagement.

- Collaborate on renewals with the Account Manager

- Identify at-risk accounts early, flag them, and support recovery efforts

Adoption & Training
- Deliver product onboarding and training aligned to service level agreement

- Help customers apply the product to their day-to-day workflows and share best practices. Based on their expressed pain points, recommend solutions and give tailored ideas for using new features

- With the Implementation Manager, coordinate internally to ensure smooth handoff from Implementation to Success

Customer Advocacy + Voice of Customer
- Gather customer feedback and usage trends. Share with Product, Support, and other internal teams

- Represent the customer's perspective in internal discussions about their accounts

- Flag expansion and upsell signals to Sales and connect the customer with the right contact

Customer Operations
- Keep account records, activity notes, and health data current in CRM and customer success tools

- Follow customer success playbooks and contribute ideas for continuous improvement

- Coordinate across Sales, Support, and Implementation to keep account information and next steps aligned

Required Qualifications & Education
- Bachelor's degree in Education, Communication, Business Administration, or a similar field; or an equivalent combination of education and four years of relevant experience

- 2–4 years in customer success, account management, or customer support or comparable roles supporting a SaaS product. Experience in EdTech preferred.

- Strong communication and relationship-building skills, with the ability to work across internal teams

- Well organized, with the ability to manage multiple accounts and priorities at once

- A problem-solver who knows when to resolve an issue directly and when to bring in the right people

- Demonstrated ability to connect customer goals to company opportunity via strategic thinking and internal collaboration

- Experience with a CRM, Salesforce preferred

Preferred Qualifications
- Experience in EdTech, higher education, non-profit, or SaaS

- Familiarity with adult learning or instructional-design principles

- Experience with Atlassian tools (Jira, Confluence)

Core Competencies
- Customer focus

- Customer Advocacy

- Problem-solving

- Communication and relationship-building

- Collaboration

- Organization and time management

- Adaptability

- Accountability

- Strategic thinker

- Continuous learning

BASE SALARY RANGE: 70,000 to 80,000 USD (plus performance bonus)

This is a Remote / Work From Home role for the United States only. We are unable to provide sponsorship for this role.

Talk About Company Perks!

Phenomenal Benefits. Lumivero offers a comprehensive benefits package,