Enterprise Customer Success Specialist

About the Role

This is a relationship-support role, not a data-entry role. You'll be embedded in the Enterprise CS team, partnering closely with senior CSMs to ensure no detail slips through the cracks on high-stakes accounts. From preparing executive business reviews to drafting follow-up communications and tracking open action items, you're the person who makes the team look polished and on top of it — because you genuinely are.

This role is a strong launchpad for someone who wants to grow into a full CSM position, particularly in enterprise or healthcare SaaS.

What You'll Do

Executive Business Review (EBR) Support

• Own the preparation process for quarterly EBRs across the Enterprise CS portfolio — pulling usage data, assembling slide templates, and ensuring CSMs have everything they need to walk in ready.
• Coordinate logistics for EBRs: scheduling across complex stakeholder calendars, managing virtual meeting setup, and sending pre-read materials.
• Draft and refine EBR decks in collaboration with the CSM, incorporating product adoption data, customer milestones, and forward-looking recommendations.
• Capture action items and decisions from EBRs and ensure they are documented, assigned, and followed up on.

Account Follow-Through & Stakeholder Communications

• Draft follow-up emails, meeting recaps, and stakeholder updates on behalf of Enterprise CSMs after key customer interactions.
• Track open commitments across the portfolio — items the CSM or internal teams have promised to customers — and flag anything at risk of slipping.
• Help maintain stakeholder maps and contact records for enterprise accounts, ensuring CRM data reflects current organizational structures.
• Support CSMs in preparing for renewal conversations and account check-ins by summarizing recent account activity, open issues, and relevant product updates.
• Coordinate cross-functional requests on behalf of customers — routing escalations to Support, following up with Implementation on open items, and keeping CSMs informed.

Account Health & Documentation

• Maintain accurate and up-to-date account records in HubSpot, including notes from customer interactions, health score updates, and task tracking.
• Monitor basic health signals across the portfolio and flag anomalies or inactivity to the CSM proactively.
• Help build and maintain account-specific resources — onboarding summaries, success plan trackers, and renewal timelines.
• Compile account histories and briefing documents when new stakeholders are introduced or accounts undergo transitions.

Team & Process Support

• Support the broader CS team with process improvements — identifying repetitive tasks that could be templatized or streamlined.
• Contribute to the development and maintenance of EBR templates, account plan frameworks, and follow-up playbooks.
• Help onboard new Enterprise CSMs by maintaining documentation and orientation materials.
• Assist with customer advocacy coordination — tracking reference requests, case study status, and customer event participation.