Job Description

Position:

Customer Success Specialist

Description:

The Customer Success Specialist (CSS) is part of the EverPass Customer Success team and manages the company\'s fast-growing segment of SMB customers.
Main objectives include:
1. Drive adoption of the platform across the customer base
2. Minimize churn
3. Maximize content viewership for streaming customers

Responsibilities:
- Data-driven account management using the company\'s Customer Success Software Platform for scaled efficiency
- Prepare and distribute SMB usage, viewership, and performance reports
- Identify \"power users\" for product feedback
- Work closely with Support, Finance, Product, and Marketing to resolve customer issues and meet expectations
- Manage multiple projects and customers simultaneously
- Handle administrative and account management tasks such as cancellation requests, invoicing inquiries, feature adoption and recommendations, device replacements, service activations/pauses, renewals, and contract paperwork
- Provide hands-on troubleshooting and support, onboarding new customers (account setup, training, initial configuration)
- Participate in internal CS initiatives and process improvement projects
- Drive customer retention & expansion: reduce churn, re-engage inactive users, support feature adoption
- Assist streaming-specific customers, especially around NFL Sunday Ticket and similar products
- Maintain data integrity in systems like Salesforce and CRM tools

Requirements:

Qualifications:
- 3+ years of relevant experience in customer success at a SaaS or Content company
- Bachelor\'s degree or equivalent experience
- Excited about working in a high-growth, B2B SaaS environment
- Experience managing own customer book including onboarding, monthly touchpoints, and QBRs
- Strong written and verbal communication skills
- Action-oriented, comfortable with ambiguity
- Familiarity with Project Management methodologies
- Flexible self-starter willing to take initiative
- Patient with thoughtful communication skills
- Willingness to travel to customer locations as needed

Benefits:

Benefits and Perks:
- Competitive Compensation
- Medical, dental, vision, life, and short-term disability insurance
- Professional Development Programs
- Access to senior management and mentoring opportunities
- Employee Recognition Program
- Unlimited PTO
- Paid Parental Leave
- Mental Health and Recharge Days
- 401k Match
- Pre-tax Transportation
- Employee Assistance Program
- Hybrid work model
- Virtual Social Events: Team wins/highlights, cultural/diversity spotlights, happy hours

Job Tags

Contract work, Temporary work, Remote job, Flexible hours, Sunday,

Similar Jobs