Senior Customer Success Specialist

About the role

The Senior Customer Success Specialist plays a key role in managing retention, adoption, and growth across our digital and hybrid customer segments. The Senior Specialist is assigned to a dedicated portfolio of accounts and programs to ensure customers successfully progress through all stages of the lifecycle.

This role partners closely with Customer Support, Customer Education, Product, and Marketing teams to execute success plans, guide customers through onboarding, adoption, expansion, and renewal readiness, and deliver consistent, high-impact customer outcomes.

What you'll do

• Guide customers through key stages of the customer lifecycle, including onboarding, adoption, value realization, expansion, and retention.
• Execute and monitor customer success plans across digital and hybrid engagement models.
• Proactively identify risks and opportunities through customer data, usage trends, and engagement signals.
• Drive customer engagement and adoption of core workflows, features, and solutions to maximize realized value.
• Support retention and growth initiatives by reinforcing best practices, expansion pathways, and renewal readiness.
• Collaborate with cross-functional teams to share customer insights and support roadmap and programs.
• Serve as a customer advocate and voice of the customer within the organization.
• Provide consultative guidance to customers on optimizing their use of 8am solutions.
• Support scaled outreach and lifecycle programs, including campaigns, webinars, enablement sessions, and in-app journeys.
• Monitor customer health indicators, engagement levels, and success milestones.
• Contribute to the continuous maintenance of Customer Success playbooks, processes, and digital programs.
• Maintain timely and accurate documentation in customer success platforms and CRM systems.
• Serve as a brand ambassador in all customer interactions.
• Assist with the onboarding and peer-mentoring of new Customer Success team members.

About you

• 2-3+ years of experience in Customer Success, Account Management, SaaS Support, or a related customer-facing role.
• Experience working in digital-first or hybrid customer engagement models preferred.
• Strong ability to analyze customer data and translate insights into action.
• Proven ability to build trust and credibility with customers in remote and scaled environments.
• Excellent written and verbal communication skills.
• Strong organizational, prioritization, and time management skills.
• Comfortable learning and navigating new technologies and systems.
• Ability to work effectively in a fast-paced, evolving environment.