Customer Success Specialist (Nutshell)

Hi there! We're WebFX, a full-funnel revenue marketing agency based in the US. We've been 10x named a Best Place To Work, and we'd love to meet you! We are a fast-growing company of more than 700 FXers, that has doubled in size over the past 5 years, with talented team members in 6 US offices, 20+ states, and now based around the globe (and representing 18+ different countries!). While WebFX and our subsidiary companies, such as Nutshell CRM, SEO.com, and TeamAI, are growing rapidly, we are committed to growing strategically and sustainably, and that starts with growing our team of the #BestCoworkers - that’s where you come in!
We're looking for talented professionals to join our Ann Arbor office location - home to the Nutshell team! Nutshell is an award-winning CRM and email marketing platform, and as of 2022, WebFX and Nutshell have officially joined forces. Our teams work together closely to provide the very best products and services to our clients, and we're on the hunt for people just like you, who take pride in their work and want to be part of a company that does too.
What We’re Looking For
We are looking for a Customer Success Specialist to serve as a trusted, strategic advisor to key stakeholders within your assigned high-value customer portfolio. You are responsible for client onboarding, increasing product adoption, and user engagament, while focusing on retention and identifying upsell opportunities. We want to ensure customers are getting the best possible return on their Nutshell investment, and that our product is helping grow their businesses and making them more efficient. As a Customer Success Specialist, you'll strive to improve customer satisfaction by understanding customers' unique business needs, being the voice of the customer, and influencing product value.
Working Location: We're looking for a Customer Success Specialist who will join our team on-site at our Ann Arbor office
Position Wants & Needs: -Bachelor’s Degree - open to any fields of study-0-2 years of experience in working with sales and customer success teams-Digital Marketing, Technology, Tech Consulting, or Software Service Background-Digital agency experience is a plus-Exceptional communication skills-A customer-oriented mindset, and an ability to understand customer needs and pain points-Proven ability to create processes that streamline operations-Proven track record and passion for client service, sales, and surpassing goals
Qualities:-Self-managed with excellent follow-through and initiative to get things done-Energetic, “can-do” attitude and grit to work through obstacles and complex problem resolutions-Excellent team player who works collaboratively to support the overall success of the business -Creative problem solver-Clear, responsive communication style-Track record of strong communication and an investment in personal professional development-Eager to develop positive relationships internally and externally to exceed goals-Strong attention to detail and highly flexible to changing priorities-Strong understanding of business operations and marketing strategy-Commitment to gaining institutional knowledge and building relationships both internally and externally-Willingness to use institutional knowledge to cut red tape-Incredibly adaptable and ability to work both within and outside of normal processes when needed
What You’ll Do
Key Responsibilities:-Manage a portfolio of high-value accounts-Onboard and advise customers about the most appropriate Nutshell features for their specific business needs-Drive usage and adoption to ensure customer success, ensuring that our customers are using Nutshell to its full potential-Manage monthly and quarterly business reviews and customer outreach-Identify new sales opportunities (up-sell or cross-sell) and drive account expansion with contextual offers and growing lifetime value-Manage churn and increase customer retention-Deliver timely and successful solutions according to customer needs and objectives-Act as a point of escalation when required to help manage customer expectations-Built relationships by providing consistent value and fostering customer loyalty-Serve as the voice of the customer and act as a customer advocate-Share customer feedback with internal teams, advocating for their business needs, and keeping cross-functional teams abreast of market needs-Work with the key team in our organization focused on account retention and expansion (team currently drives $7M+ in revenue per year and this role will play a key role in continuing to increase that amount)

What You'll Get 
As a company
-Opportunities to learn and thrive in a friendly, growing SaaS business-A commitment to an inclusive environment that supports our diverse team-A connection to Ann Arbor’s software and startup community through our network of friends and partners-A mod