Customer Success Specialist @Ema

[Hiring] Customer Success Specialist @Ema

Mar 07, 2025 - Ema is hiring a remote Customer Success Specialist. 💸 Salary: competitive salary and performance-based bonuses. 📍Location: USA.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

In this role you will drive:

Customer Engagement
- Develop deep relationships with enterprise customers across various industries.
- Understand customer needs, business goals, and challenges to align solutions effectively.
- Serve as the trusted advisor and single point of contact for enterprise accounts.
- Conduct regular business reviews to track KPIs, drive adoption, and showcase value.
Customer Onboarding & Product Adoption
- Manage the onboarding process, ensuring smooth deployment and integration.
- Train and educate customer teams on product usage, new features, and best practices.
- Monitor product adoption and proactively address potential challenges.
Retention & Growth
- Identify upselling and cross-selling opportunities to help customers expand their usage.
- Manage renewals and reduce churn by addressing risks and advocating customer needs internally.
- Collaborate with the sales team to drive account expansions and referrals.
Issue Resolution & Customer Advocacy
- Partner with technical support to resolve issues quickly and efficiently.
- Escalate critical customer concerns to relevant internal stakeholders.
- Act as the voice of the customer, providing product feedback and insights to the product team.
Metrics & Reporting
- Track key metrics such as NPS, customer health scores, and renewal rates.
- Maintain customer records, activities, and progress in the CRM system.

Qualifications

5+ years in Customer Success, preferably in Enterprise SaaS
Familiarity with artificial intelligence technologies, concepts, and applications
Excellent verbal and written communication skills
Strong analytical and problem-solving skills
Demonstrated ability to negotiate and close deals
Customer-centric mindset with a commitment to delivering exceptional service
Ability to thrive in a fast-paced startup environment

Requirements

A hustler's mindset with a strong sense of urgency and a bias for action
Self-starter who thrives in a fast-paced, results-driven environment
Ability to own and drive projects with a high bar on quality
Willingness to take ownership of a problem and try to solve it without asking for permission
Desire to measure the impact of everything that you do and set and achieve aggressive goals
Willingness to roll up your sleeves and get things done
Everyone is expected to do the work of an IC as well

Benefits

Competitive salary and performance-based bonuses
Opportunity to be the founding Customer Success Specialist with one of the industry’s leaders in the agentic AI space

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Before You Apply

️

📍	Be aware of the location restriction for this remote position: USA
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

Customer Success Specialist @Ema

Customer Service

Salary 💸 competitive salary and performance-based bonuses	Remote Location USA
Job Type full-time	Posted Mar 07, 2025

️

📍	Be aware of the location restriction for this remote position: USA
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.