Customer Success Specialist

At GoTo, our Customer Care & Success team helps people get the most out of technology. We use innovative, AI-driven tools and automation to make support faster and smarter. Creative thinking and teamwork are at the heart of how we solve problems and enhance customer experience.  Join us and use your skills to add value for our customers and have a positive impact on everyone who uses our products. 

As a Customer Success Specialist, you will work on: 

• Reacting to customer contacts to remove friction, provide best practices, deliver training, and help customers derive value from our products. 

• Owning customer risk mitigation by taking quick action on account alerts, investigating the root cause of product usage changes, negative experiences, or signs of customer growth. 

• Engaging with customers at risk of erosion and churn, driving retention conversations in partnership with internal teams. 

• Owning outbound follow-up, including OSAT Detractors and email campaign requests. 

• Staying informed on GoTo product updates, releases, roadmaps, and the IT Service market. 

• Effectively communicating via phone, email, and web to conduct product demonstrations and feature/functionality training. 

• Collaborating with various teams including marketing, product development, sales, and customer support to ensure a seamless customer and product experience. 

• Documenting customer engagement as required in Gainsight and Salesforce.com. 

• →Conducting various customer outreach efforts, including but not limited to collections calls, email follow-ups, and periodic check-ins to maintain engagement and satisfaction. 

• →Completing tasks assigned as part of the pool assignment process, ensuring high-quality execution and adherence to deadlines. 

• →Maintaining accurate records of customer interactions and updates using CRM tools (Salesforce, Gainsight). 

• →Supporting inbound customer calls during high-volume periods or as needed, providing real-time problem-solving and guidance. 

• →Assisting with troubleshooting and escalating technical or account-related issues to the appropriate teams. 

• →Delivering a consistent and positive customer experience across all interactions. 

• →Compiling and analyzing customer data, providing insights on outreach outcomes and task execution efficiency. 

• 2+ years’ experience in a customer-facing role: Customer Success/Tech Support/Pre-Sales/Renewals/Sales.
• Tech-Savvy loves technology, learns and adopts quickly, sharing this passion with customers.
• Ability to lead projects and willingness to work with others toward common goals.
• Ability to excel in a data-driven, metrics-oriented environment.
• Strong presentation/demonstration/training skills.
• Demonstrated ability to effectively manage high volume of activities with varying priorities.
• Proficiency in using Microsoft Office (Word, Excel, Outlook, PPT) and Salesforce.com; Gainsight experience is a plus!
• Strong project ownership and collaboration skills to work toward common goals. 
• Professional English proficiency (B2 level or higher), with the ability to collaborate, communicate, and write clearly in a professional environment