Customer Success Specialist
Overview
The Customer Success Specialist will be responsible for ensuring customers are successfully onboarding, adopting, and expanding their use of our SaaS platform. This role will manage an assigned book of accounts to build trusted relationships, understand customer needs, and proactively identify upsell opportunities.
Responsibilities
- Own the onboarding and implementation process for new customers to drive successful adoption of our platform
- Develop trusted advisor relationships with assigned customers and executive sponsors
- Conduct regular business reviews to understand customer needs and identify expansion opportunities
- Analyze usage data and develop health scores to proactively detect renewal and churn risks
- Manage escalated issues and serve as the voice of the customer to internal teams
- Make recommendations for new features, services, and upgrades to better meet customer needs
- Work cross-functionally across account management, support, marketing, and product to optimize the customer experience
- Contribute to building best practices and playbooks for the customer success organization
Requirements
- 3+ years experience in a customer success or account management role at a SaaS company
- Ability to grasp technical concepts and business use cases of SaaS platforms
Strong verbal and written communication skills - Analytical mindset with ability to interpret data and trends
- Experience with CRM tools such as Salesforce or Hubspot
- Comfortable working in a fast-paced, high-growth environment
- Live Demo Experience Required
Location:
Hybrid - Charlotte, NC
Salary Range:
$45,000-60,000 annually. Exact compensation may vary based on skills, experience, and location.
Process:
- Prescreen with the People Team (15 Minutes)
- Wonderlic Assessment
- Interview with the Hiring Manager (60 Minutes)
- Interview with your future Team (60 Minutes)
- Interview with an Ethico Executive Team Member (15-30 Minutes)
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status. Women and underrepresented minorities continue to be underrepresented in our workplaces. The diversification of applicant pools constitutes an important step for broadening the participation of women and URM in the workforce. Research shows that women and people of color disproportionately do not apply for jobs where they do not meet 100% of the "requirements." If you think you can do this job, we encourage you to apply. Ethico is committed to breaking structural barriers to entry and career progress, and driving fair hiring practices in our workplace.