Customer Success Specialist

About the role

We are seeking a Customer Success Specialist to drive long‑term success for our In‑Store customers. You will guide clients through deployment, training and adoption, ensuring they realize ROI and remain engaged with our platform.

Key responsibilities

• Manage a book of business, maintaining strong customer health and adoption.
• Achieve gross‑and‑net retention revenue targets while identifying upsell opportunities for the account development team.
• Develop and execute success plans that align with customer objectives.
• Build trusted relationships with key stakeholders and executive sponsors.
• Maintain data integrity, track ROI metrics, analyze findings and recommend optimizations.
• Become an expert on the In‑Store platform, providing technical and business solutions.
• Assist customers with product adoption, optimization and ongoing support.
• Collaborate cross‑functionally across the In‑Store division to deliver thoughtful products and services.

Required profile

• 2+ years of experience in Customer Success, Account Management, or the Hospitality industry.
• Excellent verbal and written communication skills.
• Proven ability to present and influence at all organizational levels, including C‑level executives.
• Experience building and implementing internal communication systems and managing multiple projects with attention to detail.
• Passion for helping customers succeed and curiosity about business challenges.
• Strong collaborative mindset and ability to work with cross‑functional teams.

Required skills