SaaS / Digital Products - Customer Success Specialist
J
Jensen HughesAEC consulting
Remote - United StatesFull-TimeMiddle
Salary61400 - 92100 USD per year
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Job Details
Requirements
- Strong communication and relationship-building skills
- Comfort working with both technical and non-technical audiences
- Organized, proactive, and able to manage multiple priorities
- Ability to work independently in a growing environment
- Curiosity and willingness to learn new tools and workflows
- Ability to synthesize conversations into clear takeaways and next steps
Responsibilities
- Support customers from onboarding through renewal in coordination with Digital, SMEs, and Business Development
- Guide customers through setup, configuration, training, and early adoption
- Provide structured engagement beyond the account manager or technical lead, including regular outreach, focus groups, virtual trainings, and webinars
- Provide direct product support for key clients and escalated support as needed
- Manage customer setup and configuration within ProtectAdvisr
- Assist with data analysis, execution, and troubleshooting in collaboration with the Digital team
- Learn how customers use ProtectAdvisr and identify opportunities for improvement
- Gather and synthesize feedback into clear insights for the product team
- Support the design, testing, and rollout of new features and product releases
- Work closely with Digital, Operations, Business Development, and Marketing teams
- Serve as a ProtectAdvisr Champion as the tool expands internally and globally
- Help train and support internal staff and partners on product functionality and updates
- Support product demos and early customer conversations
- Provide real-world usage perspective to help position the product effectively
- Contribute to defining and improving customer success processes as the product portfolio scales
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