Customer Success Specialist, SMB
Core
Manage customer relationships for emerging SMB clients to drive product adoption, retention, and growth while ensuring rapid issue resolution.
Role type
Individual contributor Customer Success Specialist
Builds
Risk intelligence and response platform for organizations
Domain
Cybersecurity / Risk Management / SaaS
Deliverable
product features
Required skills
Customer relationship management, account management, customer enablement, risk assessment, webinar facilitation, data tracking, cross-functional collaboration
Preferred skills
SaaS environment experience, Salesforce/Hubspot proficiency, customer implementation, software adoption strategies
Technologies
Gainsight, Salesforce, Hubspot
Responsibilities
Drive adoption and enablement for SMB customers, manage customer touch points via automated processes, host webinars and facilitate collaboration, align with CS org to grow accounts, evaluate health and assess risk, partner with support for escalations, respond to inquiries within 1 business day, track communication in CRM tools, ensure positive experience for renewals
Seniority
Mid-level, hands-on IC
