Customer Success Specialist

About Acres

Acres is a leading land intelligence platform analyzing over 150M U.S. land parcels to power faster, smarter decisions for real estate, corporate, agriculture, and finance. Our mission: bring data-driven transparency to America’s largest asset. Learn more at Acres.com.

Why Join Acres?

• World-class team: we take talent density seriously. We like working with incredibly smart, driven people who are passionate about our platform, our customers, and their own ability to make an impact on the outcomes of our business. This may be the best group of humans you've worked with.
• Velocity and Urgency: we work fast, which means you'll learn a lot, be exposed to many facets of the business, and the role you're being hired for is needed and impactful to the outcomes of our business. You won't be bored.
• Cutting Edge Product and Technology: Our platform is state-of-the-art and powerful. We're creating tools that make people smarter, reinventing how you discover, create, and share relevant data. You'll be proud of what you create.
• Compensation and Benefits: to support our hardworking team, in addition to competitive compensation plans, we also offer all full-time regular employees:
• • medical, vision, and dental insurance for employee, spouse, and dependents
  • 401k plan with 4% employer match
  • unlimited Paid Time Off
  • generous stock options
  • company-wide bonus

We are dedicated to the growth of our platform and the growth of our people. We're looking for high performers who go about their work with a sense of curiosity, responsibility, and a drive to make things better. We are a primarily onsite team located in beautiful downtown Fayetteville, Arkansas. We are looking to fill this onsite role quickly, so candidates local to Northwest Arkansas are encouraged to apply.

Acres is an equal opportunity employer and recognizes that diverse teams are the strongest teams. We encourage interested individuals of all backgrounds to apply.

*Note: Acres seeks qualified candidates who are eligible to work in the United States. We are unable at this time to provide any sponsorship for work authorization.

About The Role

As a Customer Success Specialist at Acres, you'll play a crucial role in helping clients leverage our map-based land intelligence platform to make informed decisions about America's largest asset. Reporting to the Customer Success Senior Manager, you'll serve as the primary advocate for our customers, ensuring they maximize the value of Acres' comprehensive land data and analytics capabilities. This role combines technical aptitude with strong relationship management skills and high levels of organization to drive customer satisfaction, engagement, and growth. The ideal candidate brings 1-3 years of SaaS customer success experience, with agricultural or real estate industry knowledge being a significant plus. You'll thrive in our fast-paced, mission-driven environment where your ability to understand customer needs, provide solutions, and maintain data integrity will directly contribute to transforming how people interact with and understand land data. This position offers the opportunity to work at the intersection of technology and land intelligence while making a meaningful impact on how organizations access and utilize critical land information.

Core Responsibilities:

• Onboarding and Training: Lead the onboarding process for new enterprise customers, which includes conducting welcome calls and providing comprehensive training to ensure a smooth transition and rapid adoption of our product.
• Build and Maintain Customer Relationships: Serve as the primary point of contact for enterprise customers, ensuring their needs are met promptly and effectively by providing training, resources, and expert guidance.
• Manage Customer Engagement and Support: Address and resolve enterprise customer issues and concerns efficiently through our support channels. Maintain and update CRM data to accurately measure and manage customer engagement and activity.
• Performance Analysis: Prepare and present business reviews to enterprise customers, highlighting their usage, key achievements, and opportunities for further success.
• Facilitate Customer Renewals and Growth: Manage the annual renewal process for enterprise customers and proactively identify opportunities to expand product usage and value within existing accounts. Collaborate with the sales team as needed to close new business.
• Serve as a Customer Advocate: Champion the needs of our enterprise customers internally, ensuring their feedback and concerns are documented and considered in company decisions.
• Feedback Collection: Proactively gather product feedback from enterprise customers to inform the product roadmap and improve customer experience.
• Cross-functional Collaboration: Collaborate with internal teams, such as product and engineering, to troubleshoot problems and deliver effective solutions.

Key Competencies/Requirements: 

• 1-3 years of experience in SaaS client support or customer success; experience with land data is a major plus.
• Strong organizational skills with the ability to manage multiple projects/stakeholders simultaneously and meet deadlines.
• Excellent professional and personable written and verbal communication skills.
• Strong active listener with a drive to solve customer problems and work collaboratively. 
• Analytical mindset with the ability to interpret data and derive actionable insights.
• A proactive attitude with a willingness to learn and adapt in a fast-paced startup environment.
• Moderate technical aptitude to understand product functionality and troubleshoot issues.
• Experience with working with CRM systems (Salesforce, HubSpot, etc.).