Customer Success Specialist

Customer Success Representative 

• Location: Rexburg ID
• Company: Activated Insights
• Job Type: Onsite - In Office/Remote Optional 

Our Commitment: Mission, Vision & Values

At Activated Insights, we are committed to improving patient outcomes through our Care Intelligence Platform. As a Customer Success Representative, you play a vital role in ensuring our clients succeed in delivering quality care.

We hire, review, recognize, and reward based on our core values:

• Client Focused – Meeting our clients where they need us

• Committed – Being present where you are

• Innovative – Practical in how we help create value

• Accountable – Making it better through measurement of our results

About the Role

As a Customer Success Representative, you will manage a portfolio of SMB customers, building strong relationships and driving their success with our solutions. You will proactively engage customers at key journey points to ensure satisfaction, adoption, and retention while identifying opportunities for growth and value delivery.

Key Responsibilities & Commitments

Customer Relationship Management

• Proactively engage customers at key journey points to drive satisfaction, adoption, and retention

• Build trust and rapport with clients, minimizing churn and managing cancellations from start to finish

• Serve as the main point of contact for assigned customers

Communication & Documentation

• Communicate clearly and professionally with customers across channels

• Maintain accurate, timely documentation of all interactions following internal procedures

Value Delivery & Product Education

• Host monthly webinars and workshops to showcase product value

• Provide ongoing product training and support tailored to customer needs

• Identify opportunities to improve customer experience and share feedback with internal teams

Performance & Metrics

Your performance will be evaluated based on:

• Net Promoter Score (NPS)

• Net Dollar Retention (NDR)

• Customer Health Score trends and improvements

• Customer retention and churn prevention efforts

• Customers saved

• % of re-engagement of stale accounts

• QBRs conducted and feedback collected

• Number of expansion opportunities identified

• CRM documentation accuracy and completeness

• Process adherence and industry insights

Collaboration

• Work collaboratively within the CS team to streamline workflows and optimize customer outcomes

• Share knowledge and support peers to create a unified, high-performing team

Product & Industry Knowledge

• Stay up to date on all Activated Insights product offerings