- Company Name
- Intuitive AI
- Job Title
- Customer Success Specialist
- Job Description
-
**Job Title**
Customer Success Specialist
**Role Summary**
Accountable for managing 100‑200 customer accounts, ensuring successful onboarding, adoption, and long‑term value for high‑impact venues (airports, universities, attractions, large enterprises). Serves as primary point of contact, drives growth, and shapes customer success processes in a fast‑growing AI‑powered sustainability company.
**Expectations**
- Own customer outcomes, lead onboarding, continuous engagement, and regular check‑ins.
- Manage event logistics for live‑event accounts, ensuring flawless on‑site execution.
- Identify expansion opportunities and collaborate with sales and product teams for renewals and upsells.
- Define and refine CS workflows, playbooks, and scalable systems (CRM, health metrics, templates).
- Act as the voice of the customer, translating feedback into product improvements.
- Troubleshoot complex hardware, AI, and deployment issues, ensuring timely resolution.
**Key Responsibilities**
- Maintain a portfolio of 100‑200 accounts; serve as primary contact.
- Execute onboarding plans, provide proactive support, and conduct regular health checks.
- Coordinate onsite event logistics for live‑event accounts.
- Detect and nurture adoption growth; propose additional solutions to clients.
- Partner with Sales, Product, and Engineering for renewals, expansion conversations, and feature feedback.
- Design and improve CS playbooks, CRM workflows, and communication templates.
- Capture and analyze customer feedback; deliver actionable insights to internal teams.
- Resolve technical and operational issues collaboratively; track resolution metrics.
**Required Skills**
- Strong account management and relationship building.
- Proven ability to manage multiple high‑value accounts simultaneously.
- Experience with onboarding, adoption, and renewal programs in B2B SaaS or tech.
- Familiarity with Salesforce/CRM systems and data‑driven health metrics.
- Excellent communication skills (verbal, written, presentation).
- Ability to work cross‑functionally with sales, product, engineering, and operations.
- Comfort handling technical hardware/AI deployments and event logistics.
- Commercial mindset: discuss value, pricing, and growth opportunities.
- Proactive, action‑oriented, and self‑directed in a fast‑changing environment.
**Required Education & Certifications**
- Bachelor’s degree in Business, Engineering, Computer Science, or related field.
- Certifications in Customer Success (e.g., SuccessHACKER, Gainsight) or equivalent are a plus.