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
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