Serve as the primary post-sale customer contact by guiding onboarding, training, product adoption, relationship management, issue resolution, and retention. Monitor customer health, satisfaction, usage, and churn metrics; identify expansion opportunities; collect feedback; educate customers on product updates; collaborate with Support, Product, Sales, and Account Management; and maintain accurate CRM records.
We’re seeking a proactive and customer-centric Customer
Success Representative (CSR) to join our growing team. As a CSR, you will be
the primary contact for customers post-sale, responsible for onboarding,
relationship management, and driving product adoption and satisfaction. This
position offers clear career development paths in customer-facing, account
management, or leadership roles. You’ll work closely with Account Managers,
Product, and Support teams to ensure customers receive maximum value and support
from our solutions.
Key Responsibilities
- Customer
Onboarding: Guide customers through product onboarding, training sessions,
and initial implementation.
- Relationship
Management: Build long-term relationships, serving as a trusted advisor
and main point of contact for assigned accounts.
- Customer
Health Monitoring: Track customer engagement, product usage, and
satisfaction metrics to proactively spot risks and opportunities.
- Issue
Resolution: Respond to inquiries, troubleshoot problems, and ensure swift
resolution of concerns.
- Feedback
Collection: Gather customer feedback, advocate for their needs internally,
and contribute suggestions for product/process improvements.
- Expansion
& Retention: Identify upsell, cross-sell, or renewal opportunities
with existing customers, collaborating with Sales or Account Managers.
- Education
& Enablement: Educate customers on new features, updates, and best
practices through calls, webinars, and documentation.
- Internal
Collaboration: Work with Support, Product, and Sales teams to deliver a
seamless customer experience.
- Reporting:
Maintain accurate notes and activity records in CRM. Track KPIs such as
satisfaction, retention, and churn.
Requirements
Required Qualifications
- Bachelor’s
degree or equivalent experience preferred (Business, Communications, or
related field).
- 1+
years in a customer-facing, support, or account management role.
- Strong
communication, troubleshooting, and time management skills.
- Empathy,
customer advocacy, and a proactive, solution-oriented approach.
- Familiarity
with CRM and support platforms.
Core Competencies
- Excellent
verbal and written communication
- Active
listening and rapport building
- Persistence
and resilience in handling challenges
- Goal-oriented
and organized multitasking
- Willingness
to learn, accept feedback, and improve
- Self-motivation
and initiative
Benefits
Career Growth & Development
- Structured
onboarding and training plan for the first 30/60/90 days
- Clear
career progression opportunities.
- Regular
feedback and performance reviews
Compensation & Benefits
- Competitive
salary and bonuses based on attainment of KPIs and customer-centric
outcomes
- Health,
dental, and vision insurance
- Paid
time off and holidays
- Professional
development budget and access to training
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