Digital Customer Success Specialist

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Requirements:

• 1–2 years of experience in tech/SaaS Customer Success or a related customer-facing role.
• Excellent communication skills, comfortable leading virtual training sessions and resolving customer questions quickly.
• Strong organization and time-management abilities, able to manage multiple customer inquiries simultaneously.
• Basic understanding of using CRM or Customer Success platforms (e.g., Salesforce, Gong, or similar).

Responsibilities:

• Guide new customers through the onboarding process, answering questions and providing hands-on assistance with our platform.
• Conduct virtual training sessions and one-on-one meetings using established learning materials and resources.
• Serve as the primary point of contact for day-to-day customer inquiries via email, chat, or virtual meetings.
• Proactively follow up to address any challenges, ensuring fast issue resolution and consistent engagement.
• Contribute ideas to improve our digital onboarding resources (tutorials, videos, self-service guides).
• Assist in creating and maintaining data-driven user segments to deliver more targeted outreach and increase adoption.
• Track and report on customer health indicators (usage, engagement, satisfaction).
• Identify early signs of churn or low engagement and propose solutions or escalations as needed.
• Meet or exceed Net Revenue Retention (NRR) of 110% annually and keep churn below 5% per quarter through digital success strategies
• Collaborate with Senior CSMs and Sales to support renewal conversations and identify expansion opportunities.
• Gather customer feedback to inform continuous product improvement and highlight value during renewal cycles.
• Support the development and refinement of digital success playbooks and processes.
• Work cross-functionally with Marketing, Product, and Engineering to share customer feedback and help shape our user experience.