Job Summary 

The Customer Success Specialist is responsible for ensuring customers have an exceptional experience that drives adoption, loyalty, and expansion over the beginning of the customer lifecycle. This critical role serves as the primary point of contact from post-sale onboarding through customer success graduation.

Responsibilities 

• Customer Outreach: Proactively engage with customers post-sale through app delivery and product adoption. Work with Solutions Consultant and Configuration Specialist to deliver a quality onboarding experience.
• Feature Promotion: Educate customers on core platform features, emphasizing their benefits and value. Strategically coach customers on optimizing workflows and processes to maximize app usage and drive revenue.
• Training & Webinars: Conduct tailored training sessions and webinars, guiding customers on effective platform usage.
• Feedback Collection: Gather and relay customer feedback, working closely with the implementation team to refine and optimize configuration for maximum adoption.
• Data Analysis: Monitor and analyze customer usage patterns, identifying opportunities for further outreach and training.
• Retention Strategies: Identify at-risk accounts and implement strategies to enhance their platform experience and prevent churn.
• Reporting: Regularly update the Customer Success Lead on customer interactions, feature adoption rates, and any significant feedback.

Requirements 

• Bachelor’s degree or equivalent experience in a related field.
• 2 years of experience in customer success, support, implementations or account management roles.
• Strong communication and problem-solving skills.
• Ability to work collaboratively with cross-functional teams.
• Familiarity with data analysis and reporting tools.
• Experience with HubSpot and Monday.com is a plus

Excited about this role but don’t meet every single requirement?  Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification.  At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.  You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• Pet Insurance
• Medical Travel Benefits
• Infertility Benefits
• Teladoc
• Employee Assistance Program
• Wellness Benefits & Engagement Platform

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. 

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork’s total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary Range

US Remote: $50,000- $55,000 USD per year 

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.

NOTE: This role is supporting our petcare vertical solution https://www.togetherwork.com/vertical-solutions/pet-care/.