Customer Success Executive

CARDS; Fayetteville (AR); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive base salary

Opportunities for incentive pay

Comprehensive employee benefits package

Job summary

A leading environmental services company in Fayetteville is seeking a Customer Success Executive to guide new customers through onboarding. This role involves ensuring a seamless customer experience, addressing inquiries, and collaborating across departments. Candidates should have at least 2 years of experience in customer-facing roles, strong communication skills, and proficiency with CRM systems. This position offers competitive salary and benefits, and promotes a supportive work environment.

Qualifications

• Minimum of 2 years of experience in a customer-facing role.
• Demonstrated experience guiding customers through onboarding processes.
• Strong written and verbal communication skills.

Responsibilities

• Act as the primary contact for newly acquired customers.
• Conduct invoice walk-through.
• Assist with account setup and technical implementation.
• Monitor customer progress and track milestones.

Skills

Strong communication skills

Organizational and project-management skills

Empathy and emotional intelligence

Adaptability to changing needs

CRM systems proficiency

Education

Experience in a customer-facing role

Experience in managing customer onboarding

Tools

CRM systems

Customer-success tools

Job description

A Customer Success Executive is a professional responsible for guiding newly acquired customers through the initial stages of customer onboarding, ensuring a seamless experience and setting the foundation for long‑term retention and success. They serve as the primary point of contact during this critical phase, acting as a bridge between the customer and the company.

Primary Goals

• Create a Seamless Experience: Ensure the initial interactions with the company and product are smooth, positive, and inspire confidence.
• Reduce Time-to-First-Value (TTFV): Help customers experience the “personal touch” and realize the value we provide as quickly as possible.
• Drive Customer Adoption: Ensure customers understand how to contact us, and provide social media outlets.
• Build for initial customer relationship building: A strong start significantly reduces churn and lays the groundwork for loyalty and potential upgrades.

Responsibilities and Duties

• Act as the primary contact for new acquired customers: Answer questions and provide personalized support.
• Conduct invoice walk-through.
• Assist with account setup, configuration, and technical implementation: Troubleshoot issues as they arise.
• Understand customer needs and business objectives: Create a tailored onboarding communication plan.
• Monitor customer progress and track milestones: Use CRM or project‑management tools to ensure a timely and efficient process.
• Collaborate with sales, operations, billing and support teams: Ensure a cohesive customer journey and smooth handoffs.
• Collect and relay customer feedback: To the relevant team for continuous improvement of the product and onboarding process.

Knowledge, Skills & Abilities

• Build rapport and professionally interact: With customers, internal teams, and leadership to support successful onboarding.
• Strong communication skills: Ability to explain complex information in a simple, customer‑friendly manner.
• Demonstrated empathy, emotional intelligence, and active‑listening skills: To support a positive customer relationship.
• Analyze customer needs, identify issues, and recommend solutions.
• Organizational and project‑management skills: Manage multiple onboarding processes in a fast‑paced environment.
• Adapt quickly to changing customer needs, internal processes, and business priorities.
• Collaborate across departments: Ensure information accuracy, process consistency, and customer satisfaction.
• Proficiency with CRM systems and customer‑success tools: And basic technical troubleshooting.
• Understanding of waste‑management services and recycling operations: Or the ability to quickly learn industry‑specific knowledge.
• Complete tasks and follow through: With minimal supervision.
• Work effectively within a team environment: And support continuous improvement initiatives.

Qualifications

• Minimum of 2 years of experience in a customer‑facing role such as Customer Success, Customer Support, Account Management, or Sales.
• Demonstrated experience guiding customers through onboarding processes or similar structured programs.
• Proficiency with CRM or customer‑success software systems.
• Strong written and verbal communication skills.

Preferred Qualifications

• Experience in the waste‑management, recycling, or environmental services industry.
• Experience managing multiple accounts or high‑volume customer onboarding programs.
• Formal training or certification in customer success, project‑management, or related fields.

CARDS Inc. and its majority‑owned subsidiaries and affiliates offer a competitive base salary, opportunities for incentive pay, and a comprehensive employee benefits package. Please submit your resume for consideration. Only applicants meeting minimum qualifications will be contacted for an interview.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.