Customer Success Specialist

Role Overview

You will be the frontline of the student experience while also taking ownership of key Customer Success initiatives that drive retention, student satisfaction, and revenue.

This is a fast-paced, high-touch role where you'll manage student relationships from onboarding through ongoing support, while also handling escalated customer situations, improving internal processes, and helping strengthen the Customer Success department.

You'll work closely with Sales, Product, and Operations to ensure students receive an exceptional experience throughout their journey.

This is not a passive support role. We are looking for someone who takes ownership, solves problems proactively, and continuously looks for ways to improve both the student experience and internal systems.

What You'll Own

Student Success & Support

• Respond to student inquiries across Intercom, email, Discord, phone, and text in a timely and professional manner
• Run onboarding calls that leave students feeling confident, excited, and fully prepared to begin the program
• Follow up with students who miss onboarding or require additional support
• Manage the Discord community, including announcements and support channels
• Create coaching call preparation posts and support internal workflows
• Ensure every student interaction is handled with professionalism, empathy, and confidence

Customer Retention & Escalations

• Own and resolve higher-level student situations including:
• Refund requests
• Payment failures
• Billing concerns
• Student disputes
• Work to retain at-risk students whenever appropriate
• Help reduce churn while maintaining a positive student experience
• Handle difficult conversations with professionalism while confidently enforcing company policies

Customer Success Operations

• Generate and respond to monthly Trustpilot reviews
• Assist with Knowledge Base content, Loom videos, Canva resources, and student documentation
• Track important Customer Success initiatives and report progress as needed
• Identify recurring student issues and recommend improvements to systems and processes
• Help build SOPs, playbooks, and documentation that improve consistency across the team
• Support student engagement initiatives and other Customer Success programs

What Success Looks Like

• Students receive clear, timely, and helpful responses (within approximately 24 hours)
• Onboarding calls leave students feeling confident and excited
• Escalated student situations are handled professionally and efficiently
• Students stay engaged and supported throughout the program
• Customer retention improves through proactive support
• Processes become more efficient through continuous improvement
• You proactively identify issues before they become larger problems
• Team members and leadership can rely on you to take ownership without needing constant direction

What We're Looking For

• 2 years of experience in Customer Success, Customer Support, Account Management, Sales, Education, or another customer-facing role
• Excellent written and verbal communication skills
• Comfortable handling difficult conversations with confidence and professionalism
• Strong problem-solving and critical thinking abilities
• Highly organized and able to manage multiple priorities simultaneously
• Proactive mindset—you don't wait for instructions when something needs attention
• Comfortable learning new software and adapting to changing processes
• Ability to identify patterns, solve root causes, and recommend improvements
• Tech-savvy and detail-oriented

You'll Thrive in This Role If You

• Take ownership without being asked
• Enjoy helping customers succeed
• Stay calm under pressure
• Think critically instead of simply following checklists
• Can confidently navigate challenging customer conversations
• Constantly look for ways to improve systems and processes
• Are comfortable working in a fast-paced environment with shifting priorities
• Take pride in delivering an exceptional customer experience

This Role Is Not a Fit If You

• Prefer reactive, task-based work over proactive problem-solving
• Avoid difficult conversations with customers
• Struggle with multitasking or managing competing priorities
• Wait to be told what to do instead of taking initiative
• Prefer highly repetitive work with little change

Tools You'll Use

• CRM: HubSpot (required)
• Customer Support: Intercom (required)
• Communication: Slack, Dialpad (required), Gong
• Productivity: Google Sheets, Google Docs
• Community: Discord
• Documentation & Content: Loom, Canva

Time Commitment & Schedule

• Full-Time Health/Dental/Vision Insurance $55,000 - $75,000/yr
• Flexible and responsive to evolving student and business needs
• Willingness to occasionally assist outside standard business hours when necessary