Description
As a Customer Success Specialist at ERIN, you will play a hands-on role in guiding customers through every stage of their journey, from onboarding and adoption to long-term value and retention. You will partner closely with clients to help them get the most out of ERIN, act as a trusted advisor and advocate for their needs, and collaborate with internal teams to drive meaningful outcomes. This is an ideal role for someone who thrives in a fast-paced SaaS environment, enjoys building strong relationships, and wants to have a direct impact on customer success and growth.
About the Role
In this role, you will:
- Drive success and establish a strong rapport throughout the customer journey, beginning with onboarding and continuing with adoption, usage, value recognition, and retention.
- Manage customer onboarding, training, and basic support.
- Strategically engage customers to accelerate the adoption of existing and new solutions and support activities that deliver the best return on your customers’ investment within the shortest time frame.
- Assist with streamlining systems and processes to enhance automation and efficiency.
- Collaborate with teammates to provide customers with valuable content and resources throughout their journey.
- Identify potential upsell opportunities and communicate them to the sales team.
- Advocate for customers' needs and provide strategic feedback to internal teams on how we can better serve our customers.
- Gain a thorough understanding of assigned clients’ needs, campaign objectives, and processes to ensure successful adoption and deployment of ERIN.
- Identify risks to customer success, engage proactively with clients to address retention issues, and develop and execute retention plans for at-risk customers.
- Maintain expert knowledge of ERIN product features and industry trends related to HR, Talent Acquisition, and Customer Success.
- Experience using HubSpot, Slack, Google Workplace, Asana, ChurnZero, and other project management tools.
About You
You don’t have to check all of the boxes, but these are some of the skills and experiences we think are important for this role:
- Ability to work in a hyper-fast-paced and changing environment with cross-functional teams (e.g., Sales, Product, Development, Support).
- Excellent communicator through various channels, requiring both written and verbal skills.
- Self-driven and self-managed with the ability to adopt new ideas and technologies.
- Engaging phone and video presence: enthusiastic, high-energy, poised, confident, and professional.
- Strong project management skills, with the ability to handle multiple active projects, high attention to detail, and willingness to support clients.
- Exceptional communication and relationship management skills.
- Experience working for a B2B SaaS company
What’s so good about ERIN (the company, not the person)?
- Premium Healthcare, Dental, and Eyecare
- Unlimited vacation
- Hybrid work environment
- Full-time employees are eligible for our stock options program
- 401k
About Us
ERIN is a fast-growing employee referral and internal mobility platform that helps companies turn their workforce into their best hiring channel. We build intuitive software that simplifies referrals, automates complex policies, and drives real participation, while our client-facing teams partner closely with customers from implementation through rollout. Today, ERIN supports over 3 million employees across more than 100 countries and 16 languages, serving organizations from hundreds to hundreds of thousands of employees as the backbone of their referral programs.
Location:
The Pittsburgh office is located on the North Shore (by Acrisure Stadium). The work schedule is hybrid (2 days in, 3 days remote if preferred).
Salary
- $55,000 - $62,000 per year
