Customer Success Representative

Job Description: 

The Company

Cornerstone Provides comprehensive billing services and powerful account management software for security alarm dealers nationwide. Our tailored solutions streamline operations and enhance efficiency for life safety companies. We are a small but close-knit team focused on collaboration and constant improvement!

Key Responsibilities 

Reactive Support & Troubleshooting 

• Act as a primary point of contact for customer inquiries, providing timely, effective support across a range of product functionalities (e.g., billing, integrations, mobile app, alarm payments, inventory management, etc.). 

• Troubleshoot and resolve technical issues while ensuring clear, empathetic communication and accurate documentation. 

• Own customer conversations end-to-end, escalating when appropriate but maintaining responsibility for follow-through and resolution. 

Proactive Success & Enablement 

• Deliver product training and guidance, ensuring customers are confident and equipped to succeed with our platform. 

• Share best practices and updates on new features to drive customer adoption and product value. 

• Monitor customer activity and engagement data to identify potential risks or opportunities for expansion, offering timely and tailored interventions. 

• Highlight trends or patterns in customer feedback that inform improvements to our products, processes, and resources. 

Cross-Functional Collaboration & Customer Advocacy 

• Collaborate with product and sales teams to share customer insights and advocate for customer needs in roadmap planning and product development. 

• Contribute to the development and maintenance of internal and customer-facing documentation, including training materials and knowledge base articles. 

• Help foster a collaborative team culture by sharing insights, offering peer support, and helping to refine processes. 

Required Qualifications 

• At least 2 years of customer-facing experience, including roles that require troubleshooting, client communication, or product education (e.g., Customer Success, Technical Support, Training, or Implementation). 

• Strong technical problem-solving skills, with the ability to learn and explain intricate tools or workflows. 

• Demonstrated ownership of customer interactions, including proactive follow-up and accountability for outcomes. 

• Excellent verbal and written communication skills—able to translate technical concepts into clear, customer-friendly language. 

• A systems thinker who sees connections across processes, anticipates downstream impact, and considers the broader customer experience. 

Preferred Qualifications 

• Exposure to SaaS environments or other technical product ecosystems. 

• Experience using CRM or ticketing tools. 

• Interest in a long-term career in Customer Success, Customer Experience, or Support leadership. 

Core Competencies 

• Customer Focus – Builds strong customer relationships and delivers customer-centric solutions. 

• Problem Solving – Analyzes problems and implements effective solutions. 

• Communicates Effectively – Delivers information in a clear, engaging, and empathetic way. 

• Interpersonal Savvy – Relates well to all kinds of people, builds rapport, and adjusts communication style as needed. 

• Learning on the Fly – Quickly grasps new concepts, tools, and processes when facing unfamiliar situations. 

What We Offer 

• A collaborative, values-driven team environment where your voice and ideas matter 

• Competitive salary and benefits package, including health, dental, vision