Customer Success Specialist

Penlink; Lincoln (NE); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in digital intelligence is seeking a Customer Success Specialist to manage client relationships and ensure satisfaction. This fully remote role involves strategic planning, collaboration with teams, and enhancing customer experience through effective communication and problem-solving skills.

Qualifications

• 3-5 years experience in customer success, service, or support.
• Experience supporting complex, high-value accounts.
• Ability to develop content for webinars and training materials.

Responsibilities

• Serve as the day-to-day contact for assigned accounts.
• Collaborate with sales and training teams to enhance customer experience.
• Identify risk and growth indicators for assigned accounts.

Skills

Communication

Problem Solving

Interpersonal Skills

Analytical Mindset

Time Management

Tools

Salesforce

Job description

Penlink, the leading authority in digital intelligence, offers comprehensive solutions tailored for law enforcement, national security, the defense sector, financial institutions, and enterprises. Our expertise lies in seamlessly integrating extensive digital evidence with open-source intelligence gathered from a vast array of sources, harnessing the power of AI for critical insights.

With our get-it-done attitude and focused mission, we are growing at an unprecedented rate and are therefore seeking a Customer Success Specialist for our North America sales team. The Customer Success Specialist will own the full lifecycle of client relationships, from onboarding through ongoing satisfaction and retention. In this role, you will serve as a trusted advisor, helping clients maximize the value of our products while developing customer-success strategies and resources. You’ll collaborate with internal and external senior managers to address customer needs and drive growth, while tracking and maintaining key customer-success metrics.

This is a fully remote position, with preferred candidates in WA, OR, CA, AZ, NM, UT, NV, ID.

Your responsibilities:

1. Serve as the day-to-day contact for assigned accounts, building trust and rapport while identifying opportunities, highlighting best practices, and documenting interactions.
2. Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
3. Collaborate, problem-solve, and strategize with team members, including sales and training teams.
4. Identify risk and growth indicators for assigned accounts.

Requirements:

• 3-5 years experience in customer success, customer service, or customer support.
• Located in WA, OR, CA, AZ, NM, UT, NV, or ID.
• Strategic planning for Customer Success, including cross-team initiatives.
• Experience collaborating with cross-functional teams, including marketing, product, and sales, to enhance customer experience.
• Ability to develop content for webinars, training materials, case studies, and white papers.
• Experience supporting complex, high-value, or marquee accounts.
• Ability to manage complex customer issues and resolve escalations.
• Advanced product knowledge and/or industry experience.
• Knowledge of Salesforce.
• Proven technology skills and outstanding interpersonal abilities.
• Previous experience as a law enforcement analyst, officer, investigator, or similar role.
• Strong communication and problem-solving skills.
• Analytical and process-oriented mindset.
• Ability to document and share information internally.
• Effective time management and task prioritization skills.
• Active team player, self-starter, and multitasker capable of adjusting priorities quickly.
• Learning mindset and interest in self-improvement.
• Results-driven with attention to detail, organized, and an outstanding interpersonal communicator.
• Demonstrated success working with cross-functional teams.
• Excellent written and verbal communication skills.