Customer Success Specialist

Customer Success Specialist
The Customer Success Specialist supports a portfolio of customer accounts through onboarding, adoption, and renewal, serving as a day-to-day point of contact. They ensure customers see ELC as an indispensable tool with continued value by presenting webinars, translating new features to suit their needs, and providing post-implementation training. The Specialist handles routine questions or escalates complex issues to the right internal team, seeing things through to resolution. They keep a pulse on their assigned customers, flagging at-risk accounts early to prevent churn. The role works closely with Sales, Support, and Implementation to provide a coordinated customer experience where nothing falls through the cracks.

RESPONSIBILITIES

Customer Success & Retention
- Support a portfolio of customer accounts through onboarding, adoption, and renewal, building day-to-day working relationships with account contacts
- Serve as the first point of contact for assigned accounts, responding to questions and resolving common issues directly
- Triage incoming customer requests, routing them to the right internal team for escalation. Follow up to confirm they are resolved
- Monitor account health and engagement
- Collaborate on renewals with the Account Manager
- Identify at-risk accounts early, flag them, and support recovery efforts
Adoption & Training
- Deliver product onboarding and training aligned to the service level agreement
- Help customers apply the product to their day-to-day workflows and share best practices. Based on their expressed pain points, recommend solutions and give tailored ideas for using new features
- With the Implementation Manager, coordinate internally to ensure a smooth handoff from Implementation to Success
Customer Advocacy and Voice of Customer
- Gather customer feedback and usage trends. Share with Product, Support, and other internal teams
- Represent the customer's perspective in internal discussions about their accounts
- Flag expansion and upsell signals to Sales and connect the customer with the right contact
Customer Operations
- Keep account records, activity notes, and health data current in CRM and customer success tools
- Follow customer success playbooks and contribute ideas for continuous improvement
- Coordinate across Sales, Support, and Implementation to keep account information and next steps aligned
Required Qualifications & Education
- Bachelor's degree in Education, Communication, Business Administration, or a similar field; or an equivalent combination of education and 4 years of relevant experience
- 2–4 years in customer success, account management, customer support, or comparable roles supporting a SaaS product.
- Strong communication and relationship-building skills, with the ability to work across internal teams
- Well organized, with the ability to manage multiple accounts and priorities at once
- A problem-solver who knows when to resolve an issue directly and when to bring in the right people
- Demonstrated ability to connect customer goals to company opportunity via strategic thinking and internal collaboration
- Experience with a CRM, Salesforce preferred
Preferred Qualifications
- Experience in EdTech, higher education, or non-profit 
- Familiarity with adult learning or instructional-design principles
- Experience with Atlassian tools (Jira, Confluence)
Core Competencies
- Customer focus
- Customer Advocacy
- Problem-solving
- Communication and relationship-building
- Collaboration
- Organization and time management
- Adaptability 
- Accountability
- Strategic thinker
- Continuous learning

The Essentials

- Fully remote in the USA. We provide all necessary equipment and a monthly tech stipend for your home office

- A global team with local connections. Work with talented Lumiverians worldwide

- Visa sponsorship is not available for this role. Lumivero participates in E-Verify. All offers are contingent upon successful confirmation of employment eligibility

Compensation + Benefits

- Base salary is $70,000 - $80,000 with eligibility to earn a performance-based annual bonus

- Benefits package including generous company contribution for major medical, dental, and vision insurance with HSA and FSA options available

- Additional insurance coverage including long and short-term disability coverage, life insurance, and voluntary insurance options

- Roth and Traditional 401(k) options with a generous match, vested immediately

- Technology stipend to keep your home office running

- Flexible time off, 11 holidays, and paid sick time

- Company paid parental leave policies

Who we are

Lumivero empowers researchers, industry experts, and business leaders to simplify data complexity, find insights, and get clarity through human expertise, trusted data, and intelligent agents. We pair expert-built, rigorous methodology with powerful data analysis and AI-driven workflows so the people making high-stakes calls can make them with confidence.

It's trusted at serious scale. Our solutions include the #1 probabilistic risk software, the #1 QDA software, and the most cited software in their fields. More than 27,000 organizations worldwide rely on Lumivero — including around 90% of the Fortune 100 — across energy, financial services, government, defense, and manufacturing.

Please note that this employer uses an automated AI resume screening tool as part of the application review process. This tool analyzes resumes against job requirements to help identify well-suited candidates based on skills, education, and relevant experience. However, human recruiters and hiring managers remain actively involved throughout the process — they review applications, exercise independent judgment, and make all final shortlisting and hiring decisions.