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Customer Success Specialist job description

A Customer Success Specialist is a dedicated professional focused on ensuring customers effectively utilize a product or service, driving customer satisfaction, retention, and success through excellent service and strategic support.

Alexandros Pantelakis
Alexandros Pantelakis

HR content specialist at Workable, delivering in-depth, data-driven articles to offer insights into industry and tech trends.

Use this Customer Success Specialist job description template to advertise open roles for your company. Be sure to modify requirements and duties based on the unique needs of the role you’re hiring for.

What is a Customer Success Specialist?

A Customer Success Specialist is a key role in any customer-centric organization, responsible for guiding customers through their journey with a product or service. They ensure customers have the resources and support needed to effectively utilize the product, maximizing their satisfaction and success. This role is integral in building strong relationships and fostering long-term customer loyalty.

What does a Customer Success Specialist do?

A Customer Success Specialist oversees the customer’s experience from onboarding to ongoing support. They act as a liaison between the customer and the company, ensuring that the product meets the customer’s needs, addressing any issues, and providing timely solutions. Their goal is to enhance the customer’s experience, encourage continued use of the product, and identify opportunities for growth and improvement within customer accounts.

Customer Success Specialist responsibilities include:

  • Acting as the primary contact for new customers, providing guidance and support.
  • Managing successful product implementation and onboarding.
  • Advocating for customer needs by capturing and sharing feedback.
  • Responding to customer feedback and proactively contacting customers based on account health.

Job brief

We’re looking for a proactive and customer-oriented Customer Success Specialist to join our dynamic team.

In this role, you’ll be instrumental in onboarding new customers and ensuring they receive the full benefits of our product.

Your responsibilities will include managing the implementation process, being the go-to contact for customer inquiries, configuring software elements, and coordinating with other teams for complex integrations or customizations. You’ll advocate for customer needs, respond to feedback, and actively engage with customers to promote successful outcomes.

If you’re passionate about customer success and adept at juggling multiple projects, we’d love to have you on board.

Responsibilities

  • Serve as a project manager for successful product implementation.
  • Act as a dedicated contact for new customers, answering questions and providing advice.
  • Configure basic software elements and coordinate complex data migrations or custom integrations.
  • Arrange training sessions and assist with webinars.
  • Advocate for customers by capturing feature requests and feedback.
  • Respond to NPS survey feedback and address concerns.
  • Proactively contact customers post-implementation based on account health metrics.
  • Plan campaigns to address setup or usage issues.
  • Participate in calls with Account Managers or Sales for functionality explanations or custom service documentation.
  • Prepare implementation plans with project milestones for custom projects.

Requirements and skills

  • 2+ years relevant experience in support, customer success, account management, sales, or similar roles.
  • Bonus points for previous experience in project management, onboarding, SaaS, or recruiting/HR.
  • Bachelor’s degree.
  • Tech-savvy with the ability to quickly learn and explain products.
  • Analytical skills for creative problem-solving.
  • Excellent communication skills, both verbal and written.
  • Ability to prioritize and manage time effectively across multiple projects.
  • Eagerness to improve existing processes and try new ideas.
  • Passion for delivering a fantastic customer experience.

Frequently asked questions

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