Customer Success Specialist

Summary

Join Webgility, a Great Place to Work-Certified™ company, as a Customer Success Specialist and manage a portfolio of small business clients. Partner closely with clients to ensure they fully leverage the SaaS platform for e-commerce accounting automation. Become a platform expert, proactively engaging customers to understand their workflows, troubleshoot adoption barriers, and guide them to maximize efficiency. Identify opportunities for customers to expand their use of Webgility, negotiating upsell discussions to drive revenue. Serve as the customer's internal advocate, collaborating with Product and Support teams to address feedback and issues. Ultimately, help our small business users achieve greater operational success by fostering strong customer relationships.

Requirements

• 3-5 years of proven experience in a dedicated Customer Success Management role, with a strong understanding of CSM best practices and methodologies
• Demonstrated ability to build and maintain strong, long-lasting customer relationships
• Excellent communication and interpersonal skills, with the ability to effectively engage with customers at various levels
• Proven track record of identifying and closing upsell or expansion opportunities
• Strong negotiation and persuasion skills
• Experience in driving product adoption and demonstrating value to customers
• Ability to understand customer goals and translate them into actionable plans
• Experience in conducting customer business reviews (e.g., QBRs)
• Ability to work cross-functionally with Product, Support, and Sales teams
• Strong problem-solving skills and a proactive approach to addressing customer needs

Responsibilities

• Manage a portfolio of assigned customers, serving as their primary point of contact and trusted advisor
• Proactively engage with all customers to build strong relationships, ensure their success, and drive product adoption
• Nurture customer relationships to identify and cultivate customer advocacy, leading to case studies, testimonials, and references
• Monitor customer product usage and identify opportunities to increase adoption and unlock further value
• Liaise with the product team to communicate customer feedback, feature requests, and insights to inform product development
• Collaborate with the support team to ensure timely and effective resolution of customer issues
• Identify upsell and expansion opportunities within your customer base and successfully negotiate and close these deals
• Conduct Quarterly Business Reviews (QBRs) with top-tier customers to review progress, demonstrate value, and align on future goals
• Deeply understand your customers' business objectives and help them achieve their desired outcomes using our product
• Act as a key internal advocate for your customers, representing their needs and perspectives

Benefits

• Remote Working
• Paid time off
• Parental leaves
• Access to multiple 1:1 sessions, learning platforms, and on-the-job training
• Annual wellness sessions plus wellness time offs
• Unlimited access to a gaming room
• A well-equipped fitness center
• Hardware delivered straight to their doorstep
• Reimbursement of the internet services
• Group health insurance with the no-capping model that covers employees, spouses, and children
• Thoughtful recognition programs
• Annual employee awards
• Annual meet-ups