About The RoleAs a Customer Success Specialist (CSS), you will play a key role in guiding customers through their critical first milestones with ThousandEyes. You’ll ensure a seamless onboarding experience, accelerate their time to first value, and set the foundation for a lasting, successful partnership. With your support and expertise, customers will be empowered to maximize the value of our platform and achieve their business goals.
What You’ll Do- Work closely with the Sales teams on post-sales activities, including timely handoff of new customers to understand objectives, use cases, and key contacts
- Coordinate kickoff meetings to align on customer goals, timelines, and success metrics to ensure effective onboarding and implementation
- Serve as the point of contact for customers throughout the onboarding phase, working closely with professional services and adoption teams to track the status of implementation
- Monitor the onboarding progress, ensuring milestones are met and addressing any roadblocks or potential risks promptly
- Work closely with the Customer Success teams to ensure the success of the customer journey as measured by adoption, engagement, and health metrics
- Provide account support through collaboration and development of account goals and tasks for go-to-market and/or renewal strategies
- Provide regular reporting and forecasting on customer health and usage, with data insights and analysis to identify engagement patterns and proactively address underutilization
- Own the internal communication with stakeholders and account teams to ensure effective customer communications and strategies
- Collaborate with account team members to organize proactive project campaigns, customer outreaches, check ins, and MBRs/QBRs to drive engagement and adoption
- Regularly participate and complete enablement programs to keep abreast of business and product updates and innovations, for continual learning and growth
Qualifications- Highly organized with outstanding follow-up skills, ability to manage high volume of accounts
- Excellent communication and interpersonal skills, capable of building rapport with diverse stakeholders and teams
- Self-motivated, detail-oriented, and adaptable to a fast-paced, evolving environment
- 2+ years of experience in Customer Success, Onboarding, or Account Management within a SaaS environment
- Bachelor’s degree preferred or equivalent experience in SaaS and Cloud technologies
- Familiarity with customer journey mapping and success planning methodologies
- Strong analytical skills with the ability to interpret customer data and translate insights into actions
- Proficiency in English (written and communication skills)
- Experience with CRM and customer success tools (e.g., Salesforce, Gainsight, Gong, Looker)