Customer Success Specialist

Hawkes Learning

Customer Success Specialist maximizing customer satisfaction and retention for Hawkes Learning through training and strategic guidance. Collaborating with instructors and sales to drive product adoption and feedback.

Posted 6/5/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $60,000 - $80,000 per yearWebsite

About the role

Key responsibilities & impact

Oversee assigned existing customer accounts and new product adoptions while executing strategies to minimize customer churn and increase customer lifetime value.
Build and maintain strong relationships with instructors, serving as their trusted advisor.
Understand their course goals and challenges, and proactively provide strategic guidance and support.
Collaborate closely with the sales team to ensure timely renewals and identify expansion opportunities.
Understand customer usage patterns and proactively offer additional products or services that align with their needs and objectives.
Facilitate smooth customer onboarding to educate users on best practices, guided course set ups, and new tools and features.
Efficiently manage high volume of external and internal emails and inbound and outbound phone calls to support both customers and colleagues.
Develop and execute calling campaigns and email campaigns to current customer accounts (including customers, contacts, and potential new customers).
Maintain timely and accurate record keeping and contact database.
Identify areas of concern with accounts and proactively build a strategy to improve their experience with support of department leadership team.
Communicate with department leadership team to advocate for, prioritize, and address customer needs and requests.
Act as the voice of the customer within the organization.
Advocate for customer needs, provide feedback to product teams, and collaborate with cross-functional teams to address customer concerns and deliver solutions that drive customer success.
Host and moderate virtual events including webinars, workshops, and conferences.

Requirements

What you’ll need

Bachelor’s Degree
Strong verbal and written communication, strategic planning, and project management skills
Analytical and process-oriented mindset
Ability to troubleshoot technology issues and support digital offerings
Comfortable working across multiple departments in a deadline-driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities
Must have experience in one of these four areas: Customer success/customer service experience with a technology product
Instructional Design experience in Higher Education
Instructional experience within Higher Education (professor, lecturer, or TA)
Work experience in communications, marketing, sales, account management or customer success capacity

Benefits

Comp & perks

30+ days of paid time off to start with additional time each year of employment
employer 401(k) match of up to 3.5%
significant employer contribution to healthcare benefits
Company Credit Card
Cell Stipend
Competitive pay and bonus plan
Generous Health Benefits (Medical insurance (BCBS), Vision insurance (EyeMed), Dental insurance (Mutual of Omaha))
HSA Employer Match
Employer Match to 401k retirement plan
Generous vacation time, sick time, discretionary days, and paid holidays
100% employer-paid dental, EAP, life, AD&D, and LTD insurance
And much more!

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer successcustomer servicestrategic planningproject managementanalytical skillstroubleshootingdigital offeringsaccount managementemail campaignscalling campaigns

Soft Skills

verbal communicationwritten communicationrelationship buildingteam playerself-startermultitaskingadaptabilityprocess-oriented mindsetadvocacycollaboration

Certifications

Bachelor’s Degree