Customer Success Specialist Job at OpenBrand, Louisville, KY

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  • OpenBrand
  • Louisville, KY

Job Description

Customer Success Specialist

Location: Hybrid (Louisville, KY)

We’re seeking a Customer Success Specialist with a proven knack for unlocking the value of data products for clients. You’ll join OpenBrand’s client success team to boost adoption, expand platform usage, and deliver measurable customer value. As a trusted advisor to leading brands and retailers, you’ll guide them in harnessing our data and insights to achieve winning outcomes, while championing their needs internally to shape a more client-focused organization.

What We Need From You

In your first month, get to know our product, customers, market, and key success factors

  • Gain a comprehensive understanding of our data solutions, including the value proposition, key use cases, and overall benefits.
  • Familiarize yourself with our clients' specific needs, key players, utilization of data, areas of underutilization, and any data-related challenges.
  • Understand the key ICP’s that benefit from our solutions.
  • Have a clear set of your goals and objectives across key clients.

Within three months, begin working with our team to identify and solve key actions to drive client ROI

  • Own and nurture relationships with assigned accounts
  • Guide new customers through implementation, ensuring they understand how to leverage our platform to solve their business needs
  • Monitor customer usage and proactively address any barriers to success, driving adoption and minimizing churn risk
  • Analyze customer usage data to identify trends, opportunities and risks and provide recommendations to improve outcomes
  • Work closely with Product, Analyst, Sales, and Support teams to advocate for customer needs, address data questions and drive product improvements
  • Provide input to customer health assessments and plans to ensure all customers are on solid footing
  • Develop case studies, testimonials and referrals to support sales and marketing efforts

What You Need to Be Great At

  • You have 3-5 years experience in Customer Success in a data and insights company
  • Strong understanding of data analytics, business intelligence, or insights-driven platforms
  • Excellent communication and relationship-building skills with the ability to engage technical and business stakeholders
  • Ability to analyze data and identify opportunities to drive value
  • Comfortable sleuthing for data issues and working across teams to drive towards resolution
  • ABP - You embrace an “always be prospecting” mindset

What We’re Most Curious About

  • How do you proactively identify customer challenges and help them unlock the full value of a data and insights platform?
  • What strategies have you used to drive adoption and engagement across different types of customers at a client?
  • How do you spot early warning signs of churn and take action to turn things around?
  • What key customer metrics do you track regularly and how do you use them to drive better outcomes?

More detail on your key responsibilities:

  • Customer Relationship Management: Own and nurture relationships with assigned accounts, ensuring high levels of customer satisfaction and engagement.
  • Onboarding & Training: Guide new customers through implementation, ensuring they understand how to leverage our platform for their business needs.
  • Adoption & Retention: Monitor customer usage and proactively address any barriers to success, driving adoption and minimizing churn risk.
  • Data-Driven Insights: Analyze customer usage data to identify trends, opportunities, and risks, providing strategic recommendations to improve outcomes.
  • Cross-Functional Collaboration: Work closely with Product, Sales, and Support teams to advocate for customer needs and drive product improvements.
  • Customer Advocacy: Develop case studies, testimonials, and referrals from happy customers to support sales and marketing efforts.

Requirements:

  • 3–5 years of experience in Customer Success in data and insights or analytics.
  • Strong understanding of data analytics, business intelligence, or insights-driven platforms—prior experience working with data-heavy products is a requirement.
  • Proven track record of customer retention, adoption, and expansion within a DaaS company.
  • Excellent communication and relationship-building skills, with the ability to engage both technical and business stakeholders.
  • Experience with customer success tools (e.g., Gainsight, ChurnZero, Totango), CRM systems (Salesforce, HubSpot), and analytics tools.
  • Ability to analyze customer data and identify opportunities to drive value.
  • Self-motivated, proactive, and able to manage multiple accounts while prioritizing key initiatives.
  • Bachelor's degree in Business, Marketing, Data Science, or a related field (or equivalent work experience).

Job Tags

Work experience placement,

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