Customer Success Specialist

As an Azeus Convene Customer Success Specialist, you will be the dedicated Account Manager for your assigned customers, overseeing their entire journey and serving as the initial point for escalation. You will work closely with our Sales, Marketing, and Support teams to drive customer engagement, retention, and expansion. You will ensure customers are fully utilizing Convene during post-sales implementation. Reporting to the Head of Customer Success in Europe, you will be responsible for onboarding, growth, customer relationship management, and retention of your accounts.

Additionally, you will proactively engage with existing customers to help them derive maximum value from Convene, while identifying opportunities for upselling based on data-driven insights. Your goal is to build strong, lasting relationships that drive customer satisfaction, loyalty, and long-term success.

Requirements Role and Key Responsibilities Customer Engagement & Retention

• Organize and host customer webinars to share best practices, showcase new features, and demonstrate real-world applications of Convene.
• Actively contribute to LinkedIn groups, fostering discussions and encouraging knowledge-sharing among customers.
• Analyze customer feedback from webinars, LinkedIn groups, and direct interactions to identify trends and areas for improvement.
• Ensure customers receive continuous training and guidance to maximize their use of Convene, improving retention rates.
• Engage regularly with existing customers to guide them through the implementation process from start to finish, prioritizing customer success.

Strategic Upselling & ABM Approach

• Conduct regular customer usage analysis to assess how customers interact with Convene and identify expansion opportunities.
• Collaborate with Sales and Marketing to implement a targeted Account-Based Marketing (ABM) approach, tailoring upsell recommendations based on similar customer behaviors.
• Provide customer success reviews to highlight underutilized features and suggest add-ons aligned with business needs.

Operational & Reporting Responsibilities

• Engage with customers via email, phone, remote sessions, and on-site visits when necessary, providing proactive and timely responses.
• Develop customer success reports tracking engagement, feature adoption, and upsell opportunities.
• Create blog content on new and existing features to showcase how customers can enhance their usage.
• Maintain and update HubSpot CRM records of customer interactions and potential upselling opportunities.
• Attend conferences and exhibitions to engage with current and prospective customers.

Required Skills & Qualifications

• Strong communication and interpersonal skills, with the ability to build long-term customer relationships.
• Experience in customer success, account management, or sales within a SaaS or technology environment.
• Ability to analyze customer data and translate insights into retention and upsell strategies.
• Proficiency with CRM tools such as HubSpot; familiarity with ABM methodologies is a plus.
• Experience with webinar hosting, content creation, or community engagement is desirable.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Other
• IT Services and IT Consulting

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