Customer Success Advocate

Customer Success Advocate

Your role is to deliver success and satisfaction to existing customers by serving as a trusted advisor. The CSA focuses on driving platform usage and adoption of its portfolio of customers. The main areas of the role are training, account management, renewals, and identifying CSQL (customer success qualified leads for growth).

Using your skills, you will ensure the customer’s utilization of Litmos and ensuring the value is maximized. You will also ensure continuous growth and retention of your assigned portfolio by managing the renewal process for each.

As a CSA you should enjoy interfacing with customers and have the passion for conversation and communication. Excellent problem-solving prowess is also a plus. A CSA is also passionate about learning, and is curious to continue in our lifelong learning initiative.

Please note this role requires working US timezones.

Responsibilities and duties:

• Execute and monitor customer health and adoption for a portfolio of customers through their lifecycle of onboarding, training, live usage, and long-term relation building.
• Coordinate customer onboarding activities.
• Track and document progress and results from action plans and follow escalation procedures as needed.
• Track, triage, and communicate to internal stakeholders on customer issues.
• Ensure retention of existing clients in given portfolio.
• Drive growth by identifying opportunities for expansion.
• Facilitate renewal process for accounts on portfolio.

Minimum Qualifications

• At least 1 year of work experience
• Experience in account management or sales
• Excellent communication and presentation skills.
• Strong training and facilitation skills.
• High customer empathy.
• Highly personable, analytical, and creative.
• Organized with a keen eye for details.
• Can work under pressure and with minimal supervision.
• Fast learner and can quickly adapt to changes.