Automation Specialist, Customer Success

Responsibilities

• Identify "at-risk" customers based on sentiment and inquiry type, escalating to leadership or specialized teams when necessary to prevent churn.
• Own communication in the Customer Success inbound queue (email/slack/Jira), acting as the primary point of contact for non-technical customer inquiries.
• Maintain accurate records of customer interactions in Salesforce and Gainsight to ensure a complete view of customer health.
• Collaborate with the Finance and AR teams to quickly resolve billing or administrative blockers that frustrate customers.
• Identify trends in inbound questions, turn recurring ones into automated responses, macros, or workflow rules the whole team can reuse, and share the pattern with the Content team for future toolkit creation.

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