Customer Success Specialist - Remote

Overview

Penlink, the leading authority in digital intelligence, offers comprehensive solutions tailored for law enforcement, national security, the defense sector, financial institutions, and enterprises. Our expertise lies in seamlessly integrating extensive digital evidence with open-source intelligence gathered from a vast array of sources, harnessing the power of AI for critical insights.

With our get it done attitude and focused mission we are growing at an unprecedented rate and are therefore seeking a Customer Success Specialist on our North America sales team. The Customer Success Specialist will own the full lifecycle of client relationships, from onboarding through to ongoing satisfaction and retention. In this role, you will serve as a trusted advisor, helping clients maximize the value of our products while developing customer-success strategies and resources. You’ll collaborate with both internal and external senior managers to address customer needs and drive growth, while tracking and maintaining key customer-success metrics.

In Short

• Serve as day-to-day contact for assigned accounts, building trust and rapport.
• Review the customer journey and consult to help clients overcome issues.
• Collaborate with sales and training teams.
• Identify risk and growth indicators for assigned accounts.
• 3-5 years experience in customer success or support.
• Located in WA, OR, CA, AZ, NM, UT, NV, or ID.
• Strategic planning and cross-team collaboration.
• Develop content for webinars and training materials.
• Ability to manage complex customer issues.
• Strong communication and problem-solving skills.

Requirements

• Advanced product knowledge and/or industry experience.
• Knowledge of Salesforce.
• Proven technology skills and outstanding interpersonal abilities.
• Strong analytical and process-oriented mindset.
• Ability to manage time and prioritize tasks effectively.
• Active team player and self-starter.
• Learning mindset with an interest in self-improvement.
• Results-driven with attention to detail.
• Excellent written and verbal communication skills.

Benefits

• Opportunity to work in a rapidly growing company.
• Fully remote position.
• Collaborative work environment.
• Access to professional development resources.
• Engaging and diverse team.