What are the responsibilities and job description for the Customer Success Specialist position at Genesis Employment?
About the Role
Genesis Employment is seeking a proactive, results-driven Customer Success Specialist to join a dynamic team. In this role, you will serve as the primary advisor and trusted advocate for a portfolio of SaaS accounts. Your main mission is to drive product adoption, ensure high customer retention, uncover expansion opportunities, and deliver measurable value throughout the customer lifecycle.
Key Responsibilities
- Onboarding & Time-to-Value: Guide new customers through onboarding, implementation, and training to ensure swift time-to-value and seamless alignment with their business goals.
- Relationship Management: Build and maintain strong relationships with key stakeholders, executive sponsors, and end-users across your account portfolio.
- Adoption & Engagement: Monitor product usage metrics, proactively identify risks, and conduct health checks to drive feature adoption and prevent churn.
- Strategic Business Reviews: Lead regular Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) to review key performance indicators, celebrate wins, and align on upcoming goals.
- Account Expansion & Retention: Identify upsell, cross-sell, and renewal opportunities, working closely with Account Management or Sales teams to maximize Net Retention Rate (NRR).
- Voice of the Customer: Collect customer feedback, feature requests, and pain points to collaborate effectively with Product, Support, and Engineering teams.
Qualifications & Skills
- Experience: 2 years of experience in Customer Success, Account Management, or Client Services within a B2B SaaS environment.
- Product Acumen: Demonstrated ability to quickly master complex software platforms and communicate technical concepts clearly to non-technical users.
- Data-Driven: Proficiency with CS tools (e.g., Gainsight, ChurnZero, Totango) and CRMs (e.g., Salesforce, HubSpot), using data to track customer health and engagement.
- Communication: Exceptional verbal, written, and presentation skills with experience presenting to C-level executives.
- Problem-Solving: Strong negotiation, conflict resolution, and project management skills.
Benefits & Perks
- Competitive base salary performance bonus/variable commission structure
- Comprehensive health, dental, and vision insurance
- 401(k) / Retirement savings plan with company match
- Flexible PTO and paid company holidays
- Professional development budget and remote work setup stipend
Pay: $47,046.45 - $51,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Work Location: In person
Salary : $47,046 - $51,000