customer success specialist

customer success specialist Job Description Template

Our company is looking for a customer success specialist to join our team.


  • Run new batch/cohort student orientation and match mentors with learners;
  • Ensure exceptional student learning experience to maintain a high NPS through regular check-ins;
  • Conduct ad-hoc training platform training sessions;
  • Create and run our slack online community of learners;
  • Resolve the day-to-day queries/problems/issues faced by students utilizing our tools and processes;
  • Help customers implement integrations with the BirdEye platform;
  • Monitor health and proactively reach out to accounts based on key metrics/events/triggers specifically those customers that have low adoption;
  • Providing onboarding support for additional upsell locations and other situations requiring that type of support;
  • Strategize and execute offline student and mentor engagement activities;
  • Strategize and execute webinars for our learner community;
  • Responsibility for the ongoing support and retention of an assigned base of accounts;
  • Evaluate customers usage of the BirdEye platform and determine additional ways the customer can successfully leverage the platform features;
  • Run weekly office hours;
  • Provide reactive support for accounts that are at risk and escalated account issues.


  • Exceptional Saas product knowledge;
  • Knowledge of Salesforce CRM a plus;
  • Strong oral and written communication skills;
  • Customer experience champion;
  • 2-4 years of experience in a customer facing support/success/onboarding role;
  • Understanding of competitive landscape;
  • Bachelor’s degree preferred;
  • Consultative approach to account management;
  • Understanding of SMB space, particularly in the specified vertical;
  • Deep customer empathy;
  • Ability to effectively manage delicate customer situations.