Customer Success Specialist

Position Summary

When you work at Daktronics, you’ll be part of something amazing. We design, engineer, manufacture and support bold, eye-catching digital LED display technology and audio systems.

 

Our products bring excitement to professional, college and high school games. They attract customers for businesses around the world, and even provide direction for people as they travel, work and play.

 

As part of the Daktronics team, you’ll have interesting, impactful work with flexible opportunities. You can learn and grow at a company that provides competitive compensation and meaningful benefits – and the people are second to none.

 

What will the work look like for me?

We are currently seeking a Customer Success Specialist.

 

You will support the successful onboarding, adoption, and engagement of subscription service customers by guiding them through setup, providing ongoing communication, and strengthening renewal and expansion opportunities. This role also manages community engagement, gathers customer insights, and collaborates across teams to improve the customer experience.

 

This role owns the customer success lifecycle, including onboarding, adoption, engagement, retention, and renewal strategy, using customer data and key performance metrics to continuously optimize the customer experience.

 

Key Responsibilities

• Customer Onboarding & Support
  • Maintain, document, and continuously improve the end-to-end customer success journey, ensuring customers receive the right communications, training, and support at each stage of their subscription lifecycle.
  • Welcome and orient new subscription customers (calls, emails, webinars).
  • Guide customers through login, setup, and course access to ensure early value.
  • Track trained vs. untrained customers and monitor impact on subscription renewal rates.
  • Maintain visibility on onboarding milestones (first login, course engagement, webinar attendance).
  • Improve and standardize onboarding processes across subscription services.
• Driving Customer Engagement & Usage
  • Own customer success KPIs, including onboarding completion, activation, engagement, retention, renewal, and customer satisfaction.
  • Analyze customer success metrics and trends to identify opportunities to improve the customer journey and overall customer health.
  • Develop, execute, and continuously optimize customer success strategies based on customer behavior, feedback, and performance data.
  • Maintain consistent communication via phone, email, and community messaging.
  • Log all customer touchpoints in CRM/tracking tools (Salesforce, Wrike, Excel).
  • Follow up with low-engagement or untrained accounts.
  • Embed training into the customer adoption curve (timed training, community activities, webinars).
  • Build and maintain customer health dashboards and regularly communicate insights and recommendations to leadership.
  • Develop standardized outreach materials (templates, scripts).
• Market Insights & Growth Opportunities
  • Collect customer feedback on onboarding, training, and product experience.
  • Identify adoption barriers and provide recommendations.
  • Provide reports to surface expansion opportunities.
  • Deliver product demos to customers.
  • Identify upselling and cross-selling opportunities.
• Retention, Loyalty & Community Engagement
  • Build renewal-focused communication to reinforce loyalty.
  • Monitor and moderate the DakClassroom Community.
  • Post announcements and engagement content.
  • Escalate recurring issues to internal teams.
  • Manage DakClassroom Showcase Awards process.
  • Increase participation in adoption activities.
  • Track renewal outcomes tied to training engagement.
• Cross-Functional Collaboration
  • Partner with Sales and Services teams.
  • Work with Training/Knowledge teams to align content.
  • Coordinate with Marketing on campaigns and communications.
  • Share insights with leadership.

Success Metrics of the Role

• Customer onboarding completion rate
• Customer activation rate (first login and initial engagement)
• Product adoption and feature usage
• Customer health scores
• Customer retention and renewal rate
• Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
• Community participation and engagement.
• Course completion and webinar participation.
• Upsell and expansion
• Continuous improvement of customer success KPIs year over year

Where is this opportunity locat