Customer Success Specialist
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Job Description
Customer Success Specialist supporting institutional medical education customers at Sketchy. Managing onboarding, adoption, reporting, renewals, and customer feedback across selected US states.
Responsibilities:
- Support a portfolio of institutional accounts by responding to customer questions, conducting regular check-ins, and coordinating follow-up.
- Escalate strategic or leadership-level issues to the Institutional Customer Success Manager.
- Support new client onboarding, account setup, implementation, training, and ongoing education.
- Provide resources and best practices that help customers use Sketchy effectively.
- Respond to and triage student and faculty support requests.
- Escalate technical issues to the Support team and track recurring questions.
- Monitor customer usage and engagement and prepare customer-facing reports and presentations.
- Identify accounts that may benefit from additional outreach or support.
- Partner with Sales and the Institutional team on renewal preparation, retention initiatives, and account planning.
- Help identify potential expansion opportunities.
- Gather and document customer feedback and coordinate with Product and Support to resolve issues.
- Maintain accurate customer records and activity in CRM and Customer Success systems, such as HubSpot.
- Coordinate institutional communications, resources, and related initiatives with internal partners.
- Use approved AI tools for meeting notes, follow-up drafting, customer resource preparation, summarization, and routine account administration.
- Validate AI outputs and protect customer information.
Requirements:
- 1–3 years of experience in Customer Success, Account Management, Client Services, Customer Support, Education, SaaS, or a related customer-facing role.
- Bachelor’s degree in Business, Communications, Education, or a related field, or equivalent relevant experience.
- Basic proficiency with AI tools for prompting, summarization, drafting, research, or routine workflow support.
- Ability to validate AI outputs and follow company data and privacy guidelines.
- Ability to travel up to 1-2 times per quarter for conferences, educational events, and meetings.
- Experience in medical or health-professions education is a plus.
- Nursing or NP program experience is a plus.
- Familiarity with HubSpot or a similar CRM.
- Comfort working with usage data in spreadsheets.
Benefits:
- Remote First - Make a difference from wherever you want to work.
- Flexible Time Off - No accruals, just real work-life balance.
- 100% Individual Health Coverage - We got you covered!
- Equity - From day one, you’ll have a stake in our future growth.
- 401(k) - We support your financial future with up to 5% matching.
- Team Events -Get to know the team at an annual company retreat and more.
- Annual Work Anniversary Stipend
- Monthly Wifi & Phone Reimbursement
- Short Term & Long Term Disability
- Sales incentive opportunity
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