What are the responsibilities and job description for the Customer Success Specialist position at Restream?
Restream is looking for a driven and ambitious Customer Success Specialist to join our Global Sales team based in Austin, Texas.
As the #1 multi-streaming solution, Restream enables organizations to communicate live with their customers across 20 channels (YouTube, LinkedIn, Facebook, Instagram, TikTok more) with the click of a button. Our customers include Fortune 1000 businesses, Media Companies, Sports teams, Governments, Universities and Non-profits.
Restream was founded in 2015 and since then has seen incredible growth. Restream inspires over 11 million people worldwide to share their stories through live video and follow their dreams. We believe that a small but highly driven and focused team can make a lasting impact in people’s lives.
Many of the world’s most important organizations are already using Restream and that number is growing each day. We are building a Sales Organization to better partner with our growing B2B customer base. This is where you come in.
What You'll Do
- Serve as the primary point of contact for customers after go-live, owning the ongoing customer relationship and ensuring a smooth transition from implementation to long-term success.
- Manage a book of business consisting of existing Restream customers on our self-serve and Enterprise plans.
- Conduct regular customer check-ins to maintain strong relationships, understand evolving needs, and identify opportunities to improve customer outcomes.
- Monitor account health, product adoption, usage trends, and key customer success indicators to proactively identify risks and opportunities.
- Perform initial onboarding and adoption support for new customers, ensuring strong engagement throughout the customer lifecycle.
- Partner with the Implementation Team when additional customer training, onboarding, or enablement is needed after go-live.
- Act as the escalation point for ongoing customer issues, coordinating with Support, Billing, Technical teams, and other internal stakeholders to drive resolution.
- Provide proactive strategy and guidance to assigned customer accounts to help them maximize value from Restream.
- Maintain and grow the revenue base by managing retention, renewals, and expansion opportunities.
- Identify and drive upsell or expansion opportunities
- Work closely with Sales, Support, Billing, Implementation, and Technical teams to ensure an exceptional customer experience.
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
What We Look For
- Passionate about live streaming, content creation, video technology, and helping customers succeed in a fast-evolving industry.
- Driven by a commitment to achieving customer success, with a focus on measurable results such as customer satisfaction, retention, and upsell opportunities
- Efficiently manages multiple accounts, demonstrating excellent time management skills to prioritize tasks and meet deadlines
- Possess strong phone, written and verbal communication skills with excellent presentation skills
- Adaptable and flexible, capable of adjusting strategies to meet evolving customer expectations and industry trends
- Proficient in analyzing customer data and key performance indicators to assess account health and make data-driven decisions
- Confident, high energy, self-motivated and a true team player
- Experience working with senior and executive level customer contacts
What We Offer
- Competitive cash compensation and equity packages for you to truly be a part of the Restream journey
- You will report directly to our Chief Revenue Officer
- A commitment to professional development and mentorship in your career