Sr. Customer Success Specialist

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Requirements:

• Bachelor’s degree in Business, Computer Science, Data Science, or a related field (or equivalent work experience).
• 2+ years of experience in Customer Success, Account Management, or a related customer-facing role within the software industry.
• Experience with AI or machine learning products is strongly preferred.
• Basic understanding of AI/ML concepts, inference models, and statistical computing.
• Familiarity with SaaS platforms, data analytics tools, and CRM systems (e.g., Salesforce, Gainsight, HubSpot).
• Basic programming or scripting experience in Python.
• Strong communication and interpersonal skills.
• Ability to explain complex AI concepts in simple terms.
• Strong presentation and training skills for customer engagement.
• Detail-oriented with strong project management skills.
• Proactive approach to problem-solving in fast-paced environments.
• Empathetic and customer-centric mentality.
• Self-motivated, collaborative team player.

Responsibilities:

• Guide new customers through the setup and implementation of the software platform.
• Develop and deliver tailored training sessions, webinars, and documentation.
• Serve as the primary contact for customer inquiries, concerns, and feature requests.
• Conduct regular check-ins to monitor performance and proactively address challenges.
• Analyze product usage data to recommend best practices for increased engagement.
• Develop success plans with customers aligned to their business objectives.
• Provide ongoing support for product adoption and leverage platform use cases.
• Communicate customer feedback and trends to shape the product roadmap.
• Track and report on customer health metrics, including adoption rates and NPS.
• Maintain account records in the CRM platform, updating customer status regularly.