Customer Success Specialist
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Job Description
Customer Success Specialist for Confluent managing SMB and long-tail accounts, driving renewals and subscription expansion through customer success initiatives.
Responsibilities:
- Own the end-to-end success of a high-volume SMB territory, conducting regular check-ins and leveraging usage metrics to drive platform adoption.
- Lead the entire renewal process, from accurate forecasting and risk identification to collaborating with Deal Desk and Sales for timely execution and high retention.
- Proactively identify customer business goals and map them to Confluent features, communicating ROI to stakeholders at all levels to ensure long-term partnership.
- Identify potential churn indicators early and collaborate with internal stakeholders to develop and execute effective remediation plans.
- Partner with Sales, Solutions Engineering, and Customer Operations to surface expansion opportunities and ensure a seamless customer journey.
- Collect and synthesize customer feedback to drive continuous improvement across our product and service offerings.
Requirements:
- 3–5+ years of experience in Customer Success or Account Management, with a proven track record of managing large sets of SMB or "Longtail" accounts.
- Hands-on experience in contract negotiations and a strong ability to drive mutually beneficial outcomes during renewal cycles.
- Fluency in Salesforce and Tableau to analyze customer health, accurately forecast trends, and maintain a high degree of self-accountability.
- The ability to quickly learn and articulate the business value of data streaming, cloud-native software, and complex data infrastructure.
- Exceptional communication and listening skills, with the ability to navigate complex stakeholder dynamics and maintain high customer satisfaction.
- A self-motivated, "roll-up-your-sleeves" attitude with a commitment to being smart, humble, and empathetic in a dynamic, digital-first world.
- Fluency in English is a requisite.
Benefits:
- Belonging isn’t a perk here. It’s the baseline.
- We’re proud to be an equal opportunity workplace.
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