We're seeking a Customer Success Specialist with a proven knack for unlocking the value of data products for clients. You'll join OpenBrand's client success team to boost adoption, expand platform usage, and deliver measurable customer value. As a trusted advisor to leading brands and retailers, you'll guide them in harnessing our data and insights to achieve winning outcomes, while championing their needs internally to shape a more client-focused organization.
What We Need From You
In your first month, get to know our product, customers, market, and key success factors
Gain a comprehensive understanding of our data solutions, including the value proposition, key use cases, and overall benefits.
Familiarize yourself with our clients' specific needs, key players, utilization of data, areas of underutilization, and any data-related challenges.
Understand the key ICP's that benefit from our solutions.
Have a clear set of your goals and objectives across key clients.
Within three months, begin working with our team to identify and solve key actions to drive client ROI
Own and nurture relationships with assigned accounts
Guide new customers through implementation, ensuring they understand how to leverage our platform to solve their business needs
Monitor customer usage and proactively address any barriers to success, driving adoption and minimizing churn risk
Analyze customer usage data to identify trends, opportunities and risks and provide recommendations to improve outcomes
Work closely with Product, Analyst, Sales, and Support teams to advocate for customer needs, address data questions and drive product improvements
Provide input to customer health assessments and plans to ensure all customers are on solid footing
Develop case studies, testimonials and referrals to support sales and marketing efforts
What You Need to Be Great At
You have 3-5 years experience in Customer Success in a data and insights company
Strong understanding of data analytics, business intelligence, or insights-driven platforms
Excellent communication and relationship-building skills with the ability to engage technical and business stakeholders
Ability to analyze data and identify opportunities to drive value
Comfortable sleuthing for data issues and working across teams to drive towards resolution
ABP - You embrace an "always be prospecting" mindset
What We're Most Curious About
How do you proactively identify customer challenges and help them unlock the full value of a data and insights platform?
What strategies have you used to drive adoption and engagement across different types of customers at a client?
How do you spot early warning signs of churn and take action to turn things around?
What key customer metrics do you track regularly and how do you use them to drive better outcomes?
More detail on your key responsibilities:
Customer Relationship Management: Own and nurture relationships with assigned accounts, ensuring high levels of customer satisfaction and engagement.
Onboarding & Training: Guide new customers through implementation, ensuring they understand how to leverage our platform for their business needs.
Adoption & Retention: Monitor customer usage and proactively address any barriers to success, driving adoption and minimizing churn risk.
Data-Driven Insights: Analyze customer usage data to identify trends, opportunities, and risks, providing strategic recommendations to improve outcomes.
Cross-Functional Collaboration: Work closely with Product, Sales, and Support teams to advocate for customer needs and drive product improvements.
Customer Advocacy: Develop case studies, testimonials, and referrals from happy customers to support sales and marketing efforts.
Requirements:
3-5 years of experience in Customer Success in data and insights or analytics.
Strong understanding of data analytics, business intelligence, or insights-driven platforms-prior experience working with data-heavy products is a requirement.
Proven track record of customer retention, adoption, and expansion within a DaaS company.
Excellent communication and relationship-building skills, with the ability to engage both technical and business stakeholders.
Experience with customer success tools (e.g., Gainsight, ChurnZero, Totango), CRM systems (Salesforce, HubSpot), and analytics tools.
Ability to analyze customer data and identify opportunities to drive value.
Self-motivated, proactive, and able to manage multiple accounts while prioritizing key initiatives.
Bachelor's degree in Business, Marketing, Data Science, or a related field (or equivalent work experience).