Senior Customer Success & Onboarding Specialist

CollPoll; United States; Hybrid; USD 80,000 - 120,000; Full time

Job summary

Digii is seeking a Senior Product Specialist - Customer Success to manage client relationships, drive onboarding and engagement, and help institutions gain maximum value from the Digii platform. This is a client-facing, on-ground role involving training, support, relationship management, and travel to client campuses and offices.

The role focuses on onboarding, adoption, ongoing success, and collaboration with Sales, Product, and Engineering teams to deliver value and ROI for enterprise clients.

Qualifications

• Fresher or 1 year of experience in a related field.
• Proficiency in MS Excel for reporting and analysis.
• Ability to understand client KPIs and business goals.
• Proven track record of driving strategic value and ROI for enterprise customers.
• Experience in process implementation and cross-team communication.
• A proactive, customer-first mindset with strong problem-solving skills.
• Passion for working in a fast-paced SaaS environment.
• Experience collaborating across Sales, Product, and Engineering teams.
• Willingness and readiness to travel extensively, including short-notice and extended-duration trips.

Responsibilities

• Lead onboarding and enablement for assigned clients with a value-driven approach.
• Conduct product walkthroughs, training sessions, and workshops, including on-site sessions at client campuses and offices.
• Monitor adoption metrics and recommend strategies to improve usage and value realization.
• Build strong relationships with client stakeholders to become their go-to advisor on platform use.
• Conduct regular check-ins, reviews, and feedback sessions (remote and in-person).
• Identify and mitigate risks to client satisfaction, adoption, and retention.
• Act as the Voice of the Client within Digii, sharing actionable feedback and use cases.
• Collaborate with internal teams to influence product roadmap decisions based on client insights.
• Document evolving client needs and platform gaps to drive improvement.
• Liaise between client and internal teams to resolve technical issues or challenges.
• Stay up to date with Digii platform features to deliver best-in-class support.
• Ensure timely resolution of client concerns to minimise disruption.
• Travel extensively to client campuses and offices for onboarding, training, escalations, and reviews.

Skills

MS Excel

Client KPI understanding

Cross-functional collaboration

Problem-solving

Job description

Digii is seeking a Senior Product Specialist - Customer Success to manage client relationships, drive onboarding and engagement, and help institutions gain maximum value from the Digii platform. This is a client-facing, on-ground role involving training, support, relationship management, and travel to client campuses and offices.

The role focuses on onboarding, adoption, ongoing success, and collaboration with Sales, Product, and Engineering teams to deliver value and ROI for enterprise clients.