Customer Success Specialist in Plano, Texas at Synapse ITS

Job Summary

Under minimal supervision, the Customer Success Specialist will serve as the primary point of contact for customers supporting a newly launched product. This role is responsible for ensuring strong customer experience from the consultative sales process and onboarding through ongoing engagement, while also helping build, define, and continuously improve scalable customer success processes as the product matures.

This position will work cross-functionally with sales, implementation, technical resources, and product teams to support customers, troubleshoot issues, gather feedback, and drive adoption. The role is critical in supporting the growth of the customer base from early adopters to large-scale adoption.

Essential Job Functions

· Serves as the first point of contact for customer inquiries, support needs, and general product questions

· Triages customer issues and escalates complex concerns by leveraging internal resources, acting as an organizational expert who knows where to source the right information

· Owns customer progress within the CRM by identifying next steps in the SYO sales pipeline, tracking where each prospect sits, and proactively driving momentum

· Coordinates with Sales, Product Management, and Software Development to remove blockers, ensure alignment, and keep deals progressing through the pipeline

· Supports the Director of Software Sales in converting active users into paying customers and driving renewals through consistent engagement and follow-through

· Monitors customer engagement signals, identifies risks, and intervenes when usage declines to maintain adoption and retention

· Highlights early wins and operational improvements, prepares customer-specific summaries and ROI insights, and ensures agencies understand the value of transitioning from pilot programs to full deployment

· Supports and conducts product demonstrations for prospective and existing customers

· Assists with customer onboarding by guiding customers through required steps and ensuring progress through implementation milestones

· Partners with the Implementation Specialist to review intake forms and assess customer fit and readiness

· Monitors customer progress and follows up proactively to ensure successful adoption and engagement

· Leads customer education efforts for quarterly product feature releases, including hosting training sessions and driving awareness and usage

· Gathers, documents, and communicates voice-of-customer feedback, including product insights and customer experience trends

· Supports customer engagement activities including workshops, tradeshows, and periodic on-site interactions, primarily within the DFW area with occasional travel

· Develops, documents, and refines customer success processes, workflows, and best practices to support scalability

· Maintains accurate customer records, interactions, and status updates within internal systems

· Collaborates cross-functionally with product, sales, and technical teams to improve customer experience and product adoption

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education: Bachelor’s degree preferred or equivalent relevant experience

Skills and Experience:

· 4+ years of experience in customer success, account management, customer support, or similar customer-facing role

· Strong communication skills with the ability to build relationships and effectively manage customer interactions

· Ability to manage multiple priorities and customers in a fast-paced environment

· Comfortable troubleshooting and identifying when to escalate technical issues

· Experience with onboarding, training, or customer education preferred

· Experience conducting demos or presenting to customers preferred

· Self-motivated with the ability to operate in a less structured, evolving environment

· Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.

· Experience using CRM (e.g. HubSpot) to manage deal pipelines, log customer interactions, flag risks and surface insights.

· Experience using knowledge management software (e.g. Confluence) to document, refine and improve internal knowledge and processes

· Experience using bug-tracking and project-management platforms (e.g. Jira) to submit, track, and organize bugs and feature requests.

Physical/Mental Requirements

This section must be completed to comply with the Americans with Disabilities Act.

Physical Demands

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is frequently required to sit and operate an office computer/laptop most of the day. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and color vision.

Work Environment: The work environment characteristics described here represent those an employee encounter while performing this job's essential functions. The noise level in the work environment is usually moderate.

Travel: Estimated 10% for local trade shows/ customer workshops. Ocassional cross state travel no more than once a quarter.