Customer Success Specialist

We are seeking a Customer Success Specialist  to join our growing Customer Success organization on our Velocity team. This role is focused on driving impact across a large customer segment by leveraging Gainsight and other tools to deliver a consistent, and value-driven customer experience. You’ll play a critical role in driving renewals, leveraging customer insights and automation to ensure customers realize ongoing value and continue their partnership with us.

This is an exciting opportunity to be a foundational member of the team, shaping the future of how we deliver Customer Success at scale.

Candidates Also Search: Remote Customer Service Jobs

What you’ll achieve

• Drive customer outcomes and value via digital, 1:M and 1:1 engagements
• Own renewal outcomes across a large customer portfolio, managing forecasting, engagement strategy, contract negotiation and retention goals.
• Empower customers to become self-sufficient SecurityScorecard champions, solving for their immediate needs while focusing on their long term success, value realization, and retention
• Monitor customer health, usage, and lifecycle signals to trigger proactive interventions and prevent risk.
• Design and execute scaled engagement programs (emails, webinars) that drive adoption and product value.
• Partner with Support, Sales, Marketing, and Product teams to route customer needs, share insights, and collaborate on lifecycle improvements.
• Track and analyze the effectiveness of programs, iterating to improve outcomes for both customers and the business.
• Contribute to the evolution of the Scale CS motion, experimenting with new approaches to improve reach, efficiency, and impact.

About you

• 1+ year demonstrated success in a Customer Success role with direct renewal ownership 
• Customer-obsessed: Devoted to ensuring our customers’ success and committed to advocating for our customers whenever possible
• Solid communicator: Able to communicate confidently & concisely through SecurityScorecard, via email, over the phone, or in person, with all audiences (from cross-functional team to customer Executives)
• Self-motivated and curious: Bias for action and work effectively in a highly ambiguous, ever-changing environment
• Driven, process-oriented person: Able to effectively balance competing priorities and make decisions that best support SecurityScorecard, the team, and the customer
• Experience with SalesForce, Gainsight, Google Suite, Zendesk, Tableau is a plus
• Cyber/TPRM experience preferred (not required)
• Spanish fluency required