Customer Success Specialist

Job description

**JOB SUMMARY:** As a Customer Success Specialist at Lone Wolf, you will help customers get meaningful and ongoing value from our solutions throughout their post-sale journey. You will work with a portfolio of customers to understand their needs, encourage product adoption, provide proactive guidance, identify potential concerns, and connect customers with the right resources to keep them moving forward. You will serve as a knowledgeable and responsive customer partner while building strong Customer Success skills in areas such as discovery, adoption, customer health, risk identification, and value realization. Success in this role requires curiosity, organization, strong communication, and the ability to effectively prioritize and support multiple customers with different needs. This is an ideal opportunity for someone who enjoys helping customers succeed with technology, thrives in a collaborative environment, and wants to continue developing a career in Customer Success. ### What You’ll Do: - **Own Customer Outcomes:** Develop an understanding of each customer’s business needs, workflows, priorities, and desired outcomes. Help customers connect Lone Wolf solutions to the goals they are trying to achieve and maintain clarity around progress, priorities, and next steps. - **Drive Adoption and Value:** Use customer conversations, product knowledge, usage information, and established best practices to identify adoption gaps and opportunities. Guide customers toward the features, workflows, resources, and behaviors that can help them gain greater value from Lone Wolf solutions. - **Lead Proactive Engagement:** Engage customers proactively based on their needs, lifecycle stage, product usage, risk, and opportunity. Facilitate purposeful virtual conversations, individual or group-based, that provide guidance, education, best practices, and clear next steps. - **Manage Customer Health and Risk:** Pay attention to customer health indicators, product usage, support activity, engagement, and customer feedback. Recognize potential concerns early, gather the appropriate context, and work with Customer Success leadership and internal partners to determine the appropriate response. - **Orchestrate the Customer Experience:** Partner across Support, Implementation, Product, Sales, and other teams to help address customer needs. Understand when you can guide the customer directly and when additional expertise is needed, while maintaining clear communication and visibility throughout the process. - **Support Customer Education and Enablement:** Help customers become more confident and self-sufficient with Lone Wolf solutions by directing them to relevant resources, sharing best practices, and participating in customer education activities such as webinars, office hours, group sessions, or other scalable engagement programs. - **Support Renewal Readiness:** Help maintain strong customer relationships, adoption, and engagement throughout the customer lifecycle. Identify potential concerns early and provide Customer Success leadership and commercial partners with clear information about customer sentiment, usage, progress, and risk. - **Contribute to Team Excellence:** Share knowledge, contribute ideas, strengthen playbooks and best practices, and help build a culture of accountability, learning, collaboration, and continuous improvement. ### What You’ll Bring: - 1-3 years of experience in a customer-facing Success role (Customer Success, Account Management, or similar) in a SaaS environment - Customer-first mindset with a passion for driving customer outcomes and delivering value through every interaction - Demonstrated ability to understand customer business needs and connect software adoption to measurable outcomes - Strong written and verbal communication skills with the ability to explain information clearly and adapt your communication to different audiences - Strong organization and time-management skills, including the ability to manage multiple customers, activities, and priorities at the same time - A vocal team player and emerging leader — you speak up, contribute ideas, and help lift the team through positivity, initiative, and knowledge-sharing - Strong written and verbal communication skills — you know how to simplify complex topics and tailor your message to your audience - Solid problem-solving skills and a proactive approach to managing customer needs and resolving issues - Collaborative and resourceful — you know when to own it and when to loop in teammates or other departments - A keen interest in technology and helping customers adopt software to improve their business - Bonus: Experience in real estate is an asset but not required