Customer Success Specialist

Position Summary/Objective
The Customer Success Specialist (CSS) plays a vital role in ensuring educators and administrators experience seamless onboarding, engagement, and long-term satisfaction with STAR Autism Support’s products and services. The CSS is responsible for guiding clients through implementation, providing ongoing support, coordinating professional services, and proactively fostering relationships that drive retention and loyalty. As part of our ongoing integration efforts, this role will also support current RoboKind customers, helping bridge systems, communication, and service delivery to create a cohesive and high-quality customer experience. By championing customer feedback and aligning services with organizational goals, the Customer Success Specialist helps deliver meaningful outcomes for students with autism and the educators who support them.
Essential Functions and Responsibilities
Guides new customers through the onboarding process, ensuring a smooth transition onto our platform and/or service. Provide training and assistance to help clients maximize the value of our products and services.
Serves as the primary point of contact for assigned accounts, addressing inquiries, troubleshooting issues, and proactively identifying solutions to meet customer needs.
Works with customer and internal professional services team to schedule, re-schedule and prepare for in-person and virtual professional services provided by the STAR Training Team to client.
Conducts regular check-ins with customers to assess satisfaction levels, gather feedback, and identify opportunities for upselling or cross-selling additional products/services.
Monitors customer usage and engagement metrics to identify and mitigate churn risks. Work collaboratively with sales and marketing teams to develop strategies that promote customer loyalty and renewals.
Develops a deep understanding of STAR and RK products and services. Uses this knowledge to effectively communicate product benefits and best practices to educators and administrators.
Champions customer interests and feedback within the company. Collaborates with professional services and product teams to prioritize feature requests and service improvements based on customer insights.
Required Qualifications
· Bachelor’s Degree or equivalent years of experience
· 1-3 years’ experience in a related field (customer service, customer success, sales, training, etc.)
· A proven track record of gaining customer trust and respect by consistently demonstrating sound critical thinking skills and maintaining composure in stressful situations
· Experience in building and maintaining customer relationships
· Experience working with a diverse set of customers with varying needs and communication styles
Preferred Qualifications
· Experience or interest in K-12 education and/or special education industry
· Experience in EdTech and/or professional services industries
· Knowledge of the principles and methods for promoting and selling products and services
· Experience with Salesforce
· Experience working with a national company with a distributed remote workforce and customer base
Knowledge, Skills, and Abilities
Organizational KSA’s
· Strong verbal and written business communication skills
· Strong interpersonal skills with the ability to collaborate effectively
· Has a growth mindset, is curious, and interested in ongoing learning and development
· Adaptable and easily able to pivot as needed
· Strong organizational skills and attention to detail
· Self-motivated and proficient at working both independently and as part of a team
· Intermediate Microsoft office skills and competence in a digital environment
· Ability to streamline workflows by leveraging automation and AI tools to enhance efficiency and accuracy
Role KSA’s
· Ability to develop and maintain positive relationships with clients and colleagues while exemplifying STAR values
· Ability to communicate well with people at all levels of an organization (e.g. listen to understand, explain ideas simply, ability to give and receive feedback)
· Intermediate to advanced Excel skills
· Understanding of customer lifecycle, retention strategies, and success metrics
· Working knowledge of Salesforce for tracking customer interactions and health scores
· Ability to identify patterns, trends, and risks in customer behavior and usage data
· Strong written and verbal skills to present findings and facilitate presentations
· Proactive approach to identifying customer challenges and proposing data-driven solutions
· Demonstrate empathy and responsiveness to customer needs
Travel
Overnight travel of 6-20% to attend regional trade shows and conferences.
Work Environment
The job is performed in a home office at a workstation with a telephone, headset, and computer. Home offices should be secure, quiet, and distraction-free as possible. Your work area should be ergonomic, clean, safe, and free of obstructions and hazardous situations.
Physical Demands (Capability Requirements)
While performing the duties of this job, the employee is regularly required to enter text or data into a computer by means of a keyboard. The employee is required to sit for long periods of time. The employee is required to express or exchange ideas verbally to impart oral information and to convey detailed spoken instructions. Specific vision abilities required by this job include clarity of vision including reading small print and the use of computers. Specific hearing abilities required include the ability to hear, understand, and distinguish speech in person and over the phone.

Work arrangement
Yes