Customer Success Specialist

Summary

Join Copper's Customer Success team and play a pivotal role in driving customer adoption and success. You will act as a consultant, guiding customers through discovery, workflow mapping, and feature training. Leverage outcome KPIs to manage inbound opportunities and influence subscription conversions. Proactive outreach and onboarding of new customers are key responsibilities. You will contribute to strategies for increasing feature adoption and retention, partnering with other teams to identify high-risk or high-potential customers. Your voice will represent the customer, providing feedback to Product and Engineering. Become a subject matter expert on Copper's product and its competition.

Requirements

• 2-3 years relevant work experience in a customer-facing customer success, onboarding, account management or strategic consulting organization. SaaS experience is preferred
• Experience with discovery, problem identification, and application of solutions based on customer needs
• Excellent communication skills (written/verbal) that are leveraged to address complex business issues
• Experience based 'Issue Resolution' skills that facilitate dialogue across all levels of a business including the C-suite
• Demonstrable experience in meeting KPIs to achieve shared business goals
• Empathy and understanding of customer’s best interests to ensure their experience with Copper validates their CRM vendor choice
• Passion to exceed customer expectations while balancing the need to scale operations and resources
• Bachelor's Degree is required

Responsibilities

• Support a segment of our customer based, correlated to strategic initiatives
• Act as a consultant in order to drive success and adoption conversations with our customers through discovery, workflow mapping, and feature training
• Use outcome KPIs to work competitively within the cohort of supported customers, managing inbound opportunities
• Influence monthly to annual subscription conversions
• Allocate a portion of time to proactive outreach, facilitating onboarding sessions to a segment of new customers, correlated to strategic initiatives
• Help define and develop strategies to increase key feature adoption, identify risk, and increase retention
• Partner with our Customer Success Manager to identify high risk or high potential customers in need of ongoing strategic support
• Partner with our Account Management Team to identify subscription tier and seat size expansion opportunities
• Function as the voice of the customer, sharing feedback with Product and Engineering to ensure the platform scales in our customers’ best interest, while keeping Go To Market Strategy in mind
• Become a subject matter expert on our product and our competition

Benefits

• Competitive salary
• Comprehensive benefits and time-off/leave policies
• Unlimited vacation
• Flexible fully remote work hours
• Generous stock options
• Maternity/paternity top-up
• Monthly internet and cell phone allowance
• Learning & Development program