[Hiring] Customer Success Specialist @GoTo

Role Description

As a Customer Success Specialist, you will work on:

• Reacting to customer contacts to remove friction, provide best practices, deliver training, and help customers derive value from our products.
• Owning customer risk mitigation by taking quick action on account alerts, investigating the root cause of product usage changes, negative experiences, or signs of customer growth.
• Engaging with customers at risk of erosion and churn, driving retention conversations in partnership with internal teams.
• Owning outbound follow-up, including OSAT Detractors and email campaign requests.
• Staying informed on GoTo product updates, releases, roadmaps, and the IT Service market.
• Effectively communicating via phone, email, and web to conduct product demonstrations and feature/functionality training.
• Collaborating with various teams including marketing, product development, sales, and customer support to ensure a seamless customer and product experience.
• Documenting customer engagement as required in Gainsight and Salesforce.com.

Additional Responsibilities:

• Conducting various customer outreach efforts, including but not limited to collections calls, email follow-ups, and periodic check-ins to maintain engagement and satisfaction.
• Completing tasks assigned as part of the pool assignment process, ensuring high-quality execution and adherence to deadlines.
• Maintaining accurate records of customer interactions and updates using CRM tools (Salesforce, Gainsight).
• Supporting inbound customer calls during high-volume periods or as needed, providing real-time problem-solving and guidance.
• Assisting with troubleshooting and escalating technical or account-related issues to the appropriate teams.
• Delivering a consistent and positive customer experience across all interactions.
• Compiling and analyzing customer data, providing insights on outreach outcomes and task execution efficiency.

Qualifications

• 2+ years’ experience in a customer-facing role: Customer Success/Tech Support/Pre-Sales/Renewals/Sales.
• Tech-Savvy loves technology, learns and adopts quickly, sharing this passion with customers.
• Ability to lead projects and willingness to work with others toward common goals.
• Ability to excel in a data-driven, metrics-oriented environment.
• Strong presentation/demonstration/training skills.
• Demonstrated ability to effectively manage high volume of activities with varying priorities.
• Proficiency in using Microsoft Office (Word, Excel, Outlook, PPT) and Salesforce.com; Gainsight experience is a plus!
• Strong project ownership and collaboration skills to work toward common goals.
• Professional English proficiency (B2 level or higher), with the ability to collaborate, communicate, and write clearly in a professional environment.

Benefits

• Comprehensive health benefits.
• Generous paid time off, including paid holidays, volunteer days, quarterly self-care days, and company-designated no-meeting days.
• Tuition reimbursement and access to instructor-led and on-demand learning and development programs.
• The Thrive Global Wellness Program, a confidential Employee Assistance Program (EAP), a wellness app and one-on-one wellness coaching.
• Employee-led communities and programs, including Employee Resource Groups (ERGs), GoTo Gives, and charitable matching.