Customer Success Specialist

Summary of Position

The Customer Success Specialist (CSS) is responsible for supporting customer onboarding, product adoption, and long-term customer satisfaction across assigned accounts. This role works closely with customers to ensure a positive experience, strengthen relationships, resolve issues, and help drive successful implementation and continued use of HR HealthCare’s products. The primary objective of the role is to improve customer outcomes, increase retention, and identify opportunities to expand value within the assigned market while supporting HR HealthCare’s purpose of Positively Impacting People’s Lives.

Duties & Responsibilities

• Develop a strong understanding of HR HealthCare’s products, including use cases, features, benefits, and customer applications;

• Develop and maintain an understanding of customer workflows, operational needs, and the healthcare distribution environment to support successful implementation and adoption;

• Build and maintain strong relationships with customers, internal partners, and other key stakeholders to ensure a positive customer experience;

• Serve as a point of contact for assigned customers to support onboarding, product education, issue resolution, and ongoing account management;

• Conduct customer outreach through phone calls, e-mails, and virtual meetings to support engagement, identify needs, and promote successful product usage;

• Partner with internal teams and external resources, as needed, to resolve customer concerns, coordinate implementation activities, and ensure timely follow-through;

• Monitor customer health, product usage, and account activity to identify risks, opportunities, and areas for improvement;

• Leverage HR HealthCare’s customer and account data to identify adoption opportunities, support renewals, and strengthen customer relationships;

• Support the development and execution of customer success plans, including onboarding, training, and follow-up activities;

• Utilize HR HealthCare’s CRM system to document all customer interactions, track account activity, and maintain accurate records;

• Support the Customer Success Manager and perform related duties as assigned;

• Adhere to all HR HealthCare policies and procedures and demonstrate understanding of HR HealthCare’s Values, Mission, and Vision;

• Demonstrate a positive, service-oriented attitude and serve as a collaborative team player.