Customer Success Specialist

Summary

Join Colibri as a Customer Success Specialist and be the primary point of contact for B2B clients using our Learning Management System (LMS). Guide clients through onboarding, product usage, and best practices, ensuring they feel confident and supported. Tailor solutions to meet each client's unique training needs, demonstrating attention to detail and managing nuanced requests. Monitor client activity and proactively share tips and best practices to drive adoption. Maintain accurate client records, document interactions, and share insights to improve processes. Collaborate with internal teams to resolve issues and contribute to a high-quality customer experience. Colibri values a diverse and inclusive workplace.

Requirements

• 1–3 years in a client-facing role (Customer Success, Account Support, or Training)
• Experience with LMS or EdTech platforms preferred
• Excellent communication, problem-solving, and organizational skills
• Keen attention to detail in all client interactions and system work
• Ability to assess client needs and deliver thoughtful, customized solutions
• Comfort using CRM tools like Salesforce and MS Office Suite

Responsibilities

• Serve as the day-to-day point of contact for a book of B2B clients
• Work with clients to understand their organizational goals and provide tailored solutions to meet their specific training and compliance needs
• Respond to inquiries via Salesforce case management with clarity, empathy, and efficiency
• Collaborate with Technical Support, Implementation, and Product to resolve issues or escalate when necessary
• Monitor client activity and LMS usage to identify training opportunities
• Proactively share tips, feature updates, and best practices to drive adoption
• Customize your approach to each client to ensure solutions are aligned with their goals, staff size, and industry-specific requirements
• Maintain accurate client records in Salesforce
• Demonstrate strong attention to detail when entering data, managing content, and communicating technical steps to clients
• Document client interactions, troubleshooting steps, and resolution paths
• Share insights and feedback with your manager to improve playbooks and customer journeys

Preferred Qualifications

• Experience supporting professionals in banking, insurance, or regulated industries is a plus
• Bonus Points For understanding of compliance training
• Familiarity with eLearning course formats (SCORM, video, assessments)
• Prior experience working remotely with cross-functional teams