Customer Success Representative
Core
Build strong relationships with SMB customers, manage accounts, drive upsells, and ensure product satisfaction.
Role type
Customer Success Representative (SMB)
Builds
Global Relay cloud archiving, surveillance, eDiscovery, and analytics solutions
Domain
Enterprise Information Archiving / Compliance
Deliverable
client delivery
Required skills
account management, upselling, customer relationship building, data analysis, problem-solving, executive communication, Salesforce CRM, project coordination
Preferred skills
understanding of industry trends, competitive analysis, creating training materials
Responsibilities
Act as a trusted advisor to understand customer needs; drive value and growth through upselling; analyze data and report on metrics (NPS, CLV, retention); provide ongoing support and troubleshoot issues; coordinate with internal departments (Sales, Legal, Accounting); update Salesforce CRM; conduct Executive Business Reviews; prepare proposals and renewals.
Seniority
Entry-level to Junior (1+ year experience required)