Customer Success Lead

Summary
Drives customer adoption and satisfaction for high-value or complex accounts while also managing building and equipment operations to support customer-facing activities.

Key Responsibilities

• Manage high-value or complex customer accounts and ensure achievement of business objectives.
• Develop long-term success plans and drive product/service adoption.
• Provide executive-level reporting and business reviews (including surveys and feedback summaries).
• Partner with Product to relay customer feedback and advocate for their needs.
• Onboard new customers and deliver product training.
• Maintain and update customer-facing knowledge bases and documentation.
• Gather customer insights to inform product roadmap decisions.
• Support internal initiatives such as content usage tracking, account creation, reporting, and monthly metrics.
• Work with internal teams to maintain course catalogs, LinkedIn updates, and customer demos.

Requirements

• 3+ years in Customer Success, Account Management, or related role.

• Strong relationship-building and customer advocacy skills.
• Excellent organizational and time-management skills.
• Ability to deliver training, create documentation, and report on metrics.
• Experience collaborating with Product and Marketing teams to enhance customer outcomes.
• Demonstrated ability to effectively use and continuously enhance knowledge of Confluence, SharePoint, Google Workspace, Excel, survey tools (Microsoft Forms, Google Forms), and Jira.

Benefits

·         Medical, dental, and vision coverage

·         Short and long-term disability coverage

·         Basic life insurance

·         Optional supplementary life insurance policy available

·         UKI will cover 100% of your individual premium for medical, dental, vision, disability, and basic life.

·         401k plan with basic safe harbor matching (up to 4% match with 5% contribution)

·         15 days of PTO annually for either vacation or sick days

·         12 company holidays (same as 11 federal holidays) plus Christmas Eve