Role overview
The Customer Success Representative serves as the daily contact for a portfolio of SaaS customers, helping them progress from onboarding through adoption and renewal. The role builds ongoing product value through webinars, post-implementation training, and guidance on applying new features to customer needs. Routine questions are resolved directly, complex issues are coordinated with the right internal team, and early signs of account risk are addressed with Sales, Support, and Implementation.
Customer Relationships and Retention
- Build working relationships with account contacts and support their onboarding, product adoption, and renewal journey.
- Act as the first contact for assigned accounts, answer questions, and resolve common issues.
- Triage incoming requests, route escalations to the appropriate internal team, and follow each issue through resolution.
- Track customer engagement and account health, flag accounts at risk of churn, and support recovery efforts.
- Work with the Account Manager on renewals.
- Recognize expansion and upsell signals, share them with Sales, and connect customers with the right contact.
Adoption, Training, and Account Operations
- Deliver product onboarding and training in line with the service level agreement, including webinars and post-implementation education.
- Help customers integrate the product into everyday workflows, share best practices, and recommend solutions and new-feature applications based on their stated challenges.
- Coordinate with the Implementation Manager and internal colleagues for a smooth transition from implementation to ongoing customer success.
- Collect customer feedback and usage trends for Product, Support, and other teams, and represent customer perspectives in account discussions.
- Maintain accurate account records, activity notes, and health data in CRM and customer success tools.
- Follow customer success playbooks and suggest improvements to established processes.
- Keep Sales, Support, and Implementation aligned on account information, ownership, and next steps.
Experience and Capabilities
- A bachelor's degree in Education, Communication, Business Administration, or a similar field, or an equivalent combination of education and four years of relevant experience.
- Two to four years in customer success, account management, customer support, or comparable work supporting a SaaS product.
- Strong communication and relationship-building skills, including effective collaboration across internal teams.
- The organization and time-management skills to manage multiple accounts and priorities simultaneously.
- Sound problem-solving judgment about when to resolve an issue directly and when to involve others.
- The ability to connect customer goals with business opportunities through strategic thinking and internal collaboration.
- Experience working with a CRM; Salesforce is preferred.
- A customer-focused, accountable approach, with adaptability, customer advocacy, and a commitment to continuous learning.
Preferred qualifications
- Experience in EdTech, higher education, or a nonprofit environment.
- Familiarity with adult learning or instructional-design principles.
- Experience with Atlassian tools, including Jira and Confluence.
Remote Work and Compensation
The position is fully remote in the USA and collaborates with colleagues around the world. All necessary equipment is provided, along with a monthly home-office technology stipend.
Base salary is $70,000–$80,000 per year, with separate eligibility for a performance-based annual bonus.
Visa sponsorship is unavailable. The employer participates in E-Verify, and all offers depend on successful confirmation of employment eligibility.
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Benefits
- Major medical, dental, and vision insurance with a generous company contribution, plus HSA and FSA options.
- Long-term and short-term disability coverage, life insurance, and voluntary insurance options.
- Roth and Traditional 401(k) options with a generous employer match that vests immediately.
- A technology stipend for the home office.
- Flexible time off, 11 holidays, and paid sick time.
- Company-paid parental leave policies.