About the Role

We are looking for a customer-focused and detail-oriented Customer Success Specialist to support clients throughout their journey, ensuring they receive exceptional service and maximize the value of our products or services. You will play a key role in onboarding customers, resolving issues, driving product adoption, and building strong, long-lasting relationships that contribute to customer satisfaction and retention.

Responsibilities

• Serve as the primary point of contact for assigned customer accounts.
• Guide customers through onboarding and product implementation.
• Build and maintain positive relationships through regular communication and follow-ups.
• Respond to customer inquiries, troubleshoot issues, and coordinate resolutions with internal teams.
• Monitor customer health and engagement to identify potential risks and opportunities.
• Educate customers on product features, best practices, and new releases.
• Track customer interactions and maintain accurate records in the CRM.
• Collaborate with Sales, Product, Engineering, and Support teams to improve the customer experience.
• Gather customer feedback and communicate insights to internal stakeholders.
• Support customer renewals and identify opportunities for account growth when appropriate.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or related field.
• Minimum of 3 years of experience in Account Management or Customer Success roles, preferably at an advertising agency, media publisher, or e-commerce company.
• Excellent written and verbal communication skills, with the ability to effectively communicate with clients and internal stakeholders.
• Proficiency in Microsoft Office Suite, including Excel, Word, and PowerPoint.
• Ability to analyze data and metrics to derive insights and make data-driven decisions.
• Strong problem-solving skills and ability to address customer challenges effectively.
• Experience with programmatic advertising and media buying is a plus.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong teamwork and collaboration skills, with the ability to build relationships and work effectively across departments.