Role

The Customer Success Specialist will report to the VP of Engineering and will play the lead role in ensuring that the customer has a smooth experience in dealing with devicethread. This role will be the single point of contact for a customer through the entire lifecycle from prospect (pre-sales) to customer.

• Requirements and demo: Understand the requirements of a prospect. Capture information, setup a demo environment, setup a test environment and guide customers through the purchase process to experience the product swiftly.
• Sales Support: Assist the sales team during calls and meetings by presenting Devicethread’s solutions, addressing customer questions, and highlighting key product benefits.
• Onboarding & Training: Create and maintain training materials. Guide new customers through the onboarding process, providing training sessions to ensure quick adoption and seamless integration of devicethread’s solutions into their operations.
• Customer Advocacy: Act as the voice of the customer within devicethread, relaying feedback to the product team for improvements and new feature suggestions.
• Proactive Engagement: Regularly check in with customers to ensure satisfaction, conduct product reviews, and help them achieve their business objectives. 
• Customer Relationship Management: Serve as the primary point of contact for customers, ensuring speedy resolution of issues by working closely with internal teams, including product, sales, and support.
• Upselling & Renewals: Identify opportunities for customers to benefit from additional features or services and support the renewal process by ensuring a high level of satisfaction and engagement. Work with Sales Executives on this process.

Qualifications

• Experience: 1-3 years in customer success or account management, preferably within SaaS or hospitality tech.
• Communication Skills: Strong verbal and written communication skills, with the ability to present complex ideas clearly.
• Problem-Solving Skills: Ability to understand customer challenges and coordinate with technical teams to resolve issues efficiently.
• Analytical Skills: Ability to engage consultatively with customers to quickly discern requirements and map them to product capabilities.
• Sales Acumen: Proven track record in supporting successful sales engagements with the ability to engage diplomatically with customers.
• Technical Understanding: Ability to quickly learn and explain technical product features and integrations.
• Collaboration: Strong ability to work cross-functionally with sales, product, and marketing teams to align on customer success.
• Mindset: Demonstrated ability to build strong relationships with customers. Excited to learn and grow. Willing to do whatever it takes to get the job done.