Customer Success Representative (Inbound)
Core
First line of strategic defense for global customers, managing inbound digital inquiries to prevent churn and unblock adoption.
Role type
Inbound Customer Success Representative
Builds
Customer health and adoption journey
Domain
EdTech / SaaS
Deliverable
client delivery
Required skills
Triage, AI tool proficiency, CRM management, sentiment analysis, cross-functional collaboration, data analysis
Preferred skills
High-volume support experience, EdTech industry knowledge, Salesforce proficiency
Responsibilities
Own communication in the Customer Success inbound queue, leverage AI-powered tools to synthesize context, triage requests to distinguish support issues from strategic blockers, identify at-risk customers and escalate, guide customers to self-service resources, maintain accurate records in Salesforce and Gainsight, collaborate with Finance/AR teams to resolve billing blockers, identify trends for content teams, surface growth opportunities to Sales.
Seniority
Individual Contributor