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 needs, 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.

• 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, routing 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

• Deliver product onboarding and training aligned to the 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 a smooth handoff from Implementation to Success

• 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

• 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

• Bachelor's degree in Education, Communication, Business Administration, or a similar field; or an equivalent combination of education and 4years of relevant experience
• 2–4 years in customer success, account management,customer support, or comparable roles supporting a SaaS product.
• 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

• Experience in EdTech, higher education, or non-profit
• Familiarity with adult learning or instructional-design principles
• Experience with Atlassian tools (Jira, Confluence)

• Customer focus
• Customer Advocacy
• Problem‑solving
• Communication and relationship‑building
• Collaboration
• Organization and time management
• Adaptability
• Accountability
• Strategic thinker
• Continuous learning

• Fully remote in the USA. We provide all necessary equipment and a monthly tech stipend for your home office
• A global team with local connections. Work with talented Lumiverians worldwide
• Visa sponsorship is not…