Customer Success Representative
Articulate is looking for a Customer Success Representative (CSR) to join our growing team. This role supports our SaaS business by helping our customers get the most from their investment in Articulate 360. The CSR will reach out proactively to customers to ensure they are using Articulate 360 successfully, and that we have the information we need to renew their subscriptions. In this role, you must have a strong work ethic, a deep understanding of our customers’ needs, and an empathetic communication style. Core Responsibilities
- Execute a high volume of targeted, outbound renewal activities (both calls and emails) to help retain our customers.
- Handle customers’ questions about their accounts efficiently.
- Identify opportunities for account growth and partner with Customer Success Managers to achieve account
- Address customers’ objections and work toward successful renewals.
- Meet key performance indicators around churn, customer satisfaction, and renewal .
- Lead with a customer mindset. Continuously connect customers’ primary pains and requirements to specific product features, benefits, and value propositions.
- 1-2 years of experience in a software customer success, inside sales, or customer support role with a proven track record of success; SaaS B2B renewal role a plus
- Excellent on-phone and written communication skills
- Willingness to work towards specific metrics for outbound calls and emails
- Excellent customer service skills and a knack for developing strong customer relationships
- Natural curiosity and excellent critical-thinking skills
- Ability to handle multiple tasks in an efficient and professional manner
- Resilient and adaptable, and thrives in a fast-paced environment
- Ability to work independently while also contributing as part of a team
- Working knowledge of Salesforce is a plus
- Experience with Articulate 360 is a plus
- Positive, empathetic, driven, collaborative, flexible, and confident