Experienced Digital Customer Success Specialist – Scaling Customer Adoption and Retention at careerzynith
About the Role
Are you a customer-centric professional with a passion for driving business growth through exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join careerzynith as an Experienced Digital Customer Success Specialist. In this role, you will play a critical part in managing a large portfolio of small to mid-sized customers, leveraging digital channels and data-driven strategies to deliver value at scale.About the Job
As a Digital Customer Success Specialist at careerzynith, you will be responsible for owning a high-volume portfolio of customers, using automation and digital touchpoints to guide them through onboarding, adoption, and renewal. You will lead digital-first onboarding experiences, collaborate closely with Support on webinars and scalable live training sessions, and monitor customer health and product usage through Gainsight and Salesforce to proactively identify risk and opportunity.Key Responsibilities:
- Own a high-volume portfolio of customers, using automation and digital touchpoints to guide them through onboarding, adoption, and renewal.
- Lead digital-first onboarding experiences, including self-guided content, and collaborate closely with Support on webinars and scalable live training sessions to ensure a smooth transition from Sales to Customer Success.
- Monitor customer health and product usage through Gainsight and Salesforce to proactively identify risk and opportunity, trigger automated journeys, and personalize outreach based on key customer signals.
- Deliver one-to-many communications that feel personal, leveraging in-app messaging, email campaigns, webinars, and office hours to engage and educate customers at scale, and collaborate closely with CX & Enablement to plan and execute these programs and campaigns.
- Be an expert on platform functionality and best practices, recommending features, workflows, and usage patterns that drive ROI, tailoring recommendations based on customer segment and industry.
- Work cross-functionally with Support, CX Enablement, and Sales to coordinate high-impact moments such as product launches, feature rollouts, and upsell opportunities, and escalate risks to senior CSMs or account teams when needed.
- Forecast and manage churn risk across your portfolio through data insights, automated surveys, and scaled check-ins, surface at-risk accounts to stakeholders, and deploy intervention plans accordingly.
- Lead conversations with customers who have expressed dissatisfaction or submitted cancellation requests, act quickly to understand the root cause, reinforce value, guide them toward adoption, and negotiate renewals when possible.
- Collect and surface feedback from your customer base to inform product and CX for content.
- Ensure all customer interactions, health scores, and lifecycle stages are accurately reflected in Salesforce and Gainsight to support visibility and reporting.
About You
Who We're Looking For:
We're seeking a highly motivated and customer-centric professional with a strong technical aptitude and ability to learn new technologies quickly. You should have:- Bachelor's degree or equivalent experience in business or a related field.
- Exposure to Customer Success or Customer Service, preferably in a fast-paced, multi-priority setting.
- Native or bilingual proficiency in English.
- A customer-first mentality, with the ability to empathize and build customer loyalty.
- Strong critical thinking, analytical, and complex problem-solving skills.
- Excellent interpersonal skills for phone troubleshooting and writing skills through email.
- Excellent time management and communication skills.
Extra Credit:
While not required, experience with delivering on-site training and webinars, working in the Fashion industry, or previous experience with technical integrations would be a plus. Italian and/or French language proficiency is also preferred.About careerzynith
At careerzynith, we value diverse perspectives and recognize that skills and experiences can be gained in various ways. If you're excited about this opportunity but don't meet every single requirement listed, we would love to hear from you and encourage you to submit an application!About the Customer Success Team
We work as one team to go above and beyond for our customers, acting as their voice and champion. Our success is our customers' success. We build and maintain client relationships to ensure happiness, adoption, and renewal, supporting clients by continuously advising them as partners and keeping them up to date on our new initiatives and innovative updates to pave the way for customer growth.Our Mission
Our mission is to provide the best client experiences through meaningful partner relationships that showcase the careerzynith value of creating efficient, impactful, and measurable brand experiences.Our Recruitment Process
Our recruitment process includes:- Intro Call
- Meet & Greet
- Skills Assessment
- Culture Fit Interview
- Leadership Interview