Customer Success Specialist - B2B SaaS

What You Will Be Doing?

1. Build deep relationships and drive product adoption

- Work along with our customers in the US. Establish connections with engineers utilizing the company platform

- Engage with customers in a dedicated and regular manner e.g. in quarterly business reviews, roadmap presentations, onboarding sessions, and product trainings.

- Understand and document the customer's organization, its needs, goals, and challenges.

- Educate and train customers on the best ways to use our products and its new features. Help them to follow data-driven approaches and measure KPIs.

2. Retain customers

- Analyze product usage data to actively take necessary actions to improve product adoption and reduce churn

- Conduct diagnostics and identify gaps in the customer's product setup and processes. Evangelize and guide customers to implement improvements.

- Develop creative solutions in collaboration with technical experts in case the standard feature set is not sufficient to meet customer needs.

- Understanding and validating the feature requests that you receive from customers and collaborating with internal teams to improve customer experience.

3. Inspire customer growth and advocacy

- Work together with different teams to discover opportunities for growth and drive net expansion.

- Promote awareness with the latest updates and motivate customers to become references, participate in events, and contribute to case studies.

- Find new and creative ways to create "moments of wow" for our customers

Skills required for the role:

- 1 - 3 years of prior work experience in customer loyalty and retention is preferred but not a must. Experience with consulting or account management is a big plus.

- Experience with account portfolio planning, management, and prioritization

- Highly self-motivated and efficient at work. Capable of meeting deadlines. Able to work independently as well as part of a team.

- You are able to communicate clearly and with empathy to become a trusted advisor for our clients.

- You can collaborate effectively with different internal teams (e.g., sales, marketing, product, support, engineering, etc.).

- You enjoy learning and keeping up with changing industry trends

- You understand software development lifecycle, DevOps principles, or IAAS/PAAS

- You combine an analytical mindset with a can-do attitude. You can identify root causes and develop adequate solutions quickly.

- You can manage multiple projects at ease and can quickly switch contexts from technical to business topics.