Custom Success
About the Role
As a Custom Success team member at Aktiv Insight, you will help ensure customers achieve their goals through consistent support, clear communication, and proactive follow-through. You will partner with internal stakeholders to understand customer needs, track progress, and remove obstacles that may impact outcomes.
Success in this role means building strong customer relationships, maintaining accurate documentation, and delivering timely updates that drive retention, satisfaction, and measurable results.
Duties & Responsibilities
- Manage customer success activities to support onboarding, adoption, and ongoing engagement.
- Serve as a primary point of contact for assigned customers, responding to questions and addressing concerns.
- Develop and maintain clear success plans, including goals, timelines, and status updates.
- Monitor customer progress and identify risks early to recommend timely solutions.
- Coordinate with internal teams to ensure customer needs are communicated and addressed effectively.
- Collect, document, and organize customer requirements and feedback to support continuous improvement.
- Track key metrics related to customer health, usage, and satisfaction to inform next steps.
- Provide guidance and best practices to help customers maximize the value of their experience.
- Prepare customer-facing communications, including summaries, action items, and follow-ups.
- Maintain accurate records in relevant systems to ensure visibility and accountability.
- Participate in team meetings to share insights, trends, and opportunities for improvement.
Requirements
- Education: Bachelor’s degree or equivalent work experience.
- Experience: 1+ years of customer-facing experience (customer success, account management, support, or related roles).
- Software/tools: Proficiency with CRM and ticketing systems; comfort using spreadsheets and documentation tools.
- Industry knowledge: Familiarity with customer lifecycle concepts (onboarding, adoption, retention) is preferred.
- Communication: Strong written and verbal communication skills with an ability to tailor messages to different audiences.
- Organization: Demonstrated ability to manage multiple priorities, timelines, and customer requests.
- Customer focus: Commitment to inclusive, respectful service and relationship building.
- Problem-solving: Ability to analyze issues, identify root causes, and propose practical next steps.
- Collaboration: Ability to work effectively across teams and maintain clear internal alignment.
Benefits
- Health insurance options
- Paid time off (PTO) and paid holidays
- Retirement savings plan options
- Professional development and career growth opportunities
- Wellness support and employee wellness perks
Employment Type: Full-Time
Location: Atlantic, NJ
Compensation: $32,000 – $42,000 / year
