Remote Customer Success Specialist

Overview

As a Customer Success Rep 1 at Character Strong, you will play a critical role in ensuring our customers achieve meaningful impact and lasting value from our solutions. Embedded within our Small Accounts Team, you’ll be part of a collaborative, team-based model responsible for supporting a large portfolio of customers. Your primary focus will be to drive retention through proactive renewal outreach and delivering impactful, scalable customer experiences that empower our customers to thrive.

• Build Healthy Customer Relationships:
  Develop and nurture strong, long-lasting relationships with customers by delivering scalable and value-driven engagements.
• Drive Adoption and Satisfaction:
  Proactively engage with customers to drive adoption of our products and services, ensuring our customers experience the full value of our offerings.
• Manage a Book of Business and Renewals:
  Proactively manage a portfolio of customer accounts, ensuring timely renewals, accurate forecasting, and improved retention rates.
• Serve as a Customer Advocate and Advisor:
  Act as the voice of the customer within Character Strong, advocating for their needs and providing feedback to relevant teams. Consult on how to increase adoption and improve customer ROI.
• Monitor Progress and Adoption:
  Track customer success metrics and monitor their progress and adoption of our products or services, intervening as needed to drive desired outcomes.
• Identify Upsells:
  Collaborate with our Sales team to identify opportunities for upselling or expanding services to existing customers, based on their evolving needs and goals.
• Prepare and Facilitate Customer Meetings:
  Conduct regular check-ins with customers to fine-tune strategies to increase effectiveness and efficiency (e.g. account reviews, webinars, demos, and other proactive interactions).
• Maintain in-depth knowledge of our products:
  Help effectively assist customers and inspire product loyalty.

• Minimum 1-year experience in a customer-facing role, such as Customer Success, Account Management, Sales, or Professional Services
• Ability to think on your feet and quickly grasp new concepts
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers
• Self-starter who is comfortable working independently
• Extremely organized and consistent with strong attention to detail.
• Produces timely, quality results and consistently asks the question, “How can I make this 1% better?”
• EdTech (K-12) preferred
• Efficient with CRM’s, Google Suite applications and other business apps such as:
  Slack, Zoom, Notion, Quickbooks, and Hubspot preferred

Remote Work Environment