Customer Success Specialist

Job Summary

To support proactive customer engagement, the full-time remote Customer Success Specialist will manage a defined book of business, coordinate escalated support issues, and strengthen relationships with assigned partners while ensuring customer needs are prioritized and addressed.

Key responsibilities

• Manage proactive outreach and follow-through for an assigned book of business, ensuring customer goals and milestones are met
• Coordinate high-priority customer issues from intake through resolution, maintaining clear communication and ownership
• Document adoption gaps and customer sentiment while collaborating with cross-functional teams to enhance the overall customer experience

Required qualifications

• Minimum of four years of experience in customer success, account support, or a similar customer-facing role
• Proven ability to manage multiple customers and complex issues while maintaining strong documentation and organization
• Experience coordinating escalated customer issues across various teams with sound judgment regarding urgency and customer impact
• Practical understanding of customer adoption, retention, and growth signals, preferably within healthcare technology or SaaS
• Familiarity with CRM, ticketing, or project management tools