[Remote] Customer Success Specialist

Note: The job is a remote job and is open to candidates in USA. Sketchy is seeking a Customer Success Specialist to support institutional customers through onboarding, adoption, ongoing engagement, and renewal preparation. The role coordinates training, monitors usage, prepares reports, manages follow-up, and works with internal teams to resolve customer questions and support retention.

Responsibilities

• Support a portfolio of institutional accounts by responding to customer questions, conducting regular check-ins, and coordinating follow-up to help maintain strong engagement and satisfaction
• Escalate strategic or leadership-level issues to the Institutional Customer Success Manager
• Support new client onboarding, account setup, implementation, training, and ongoing education
• Provide resources and best practices that help customers use Sketchy effectively
• Respond to and triage student and faculty support requests
• Escalate technical issues to the Support team and track recurring questions
• Monitor customer usage and engagement and prepare customer-facing reports and presentations
• Identify accounts that may benefit from additional outreach or support
• Partner with Sales and the Institutional team on renewal preparation, retention initiatives, and account planning
• Help identify potential expansion opportunities
• Gather and document customer feedback and coordinate with Product and Support to resolve issues
• Identify recurring questions or challenges that may inform improvements to the product, resources, or customer experience
• Maintain accurate customer records and activity in CRM and Customer Success systems, such as HubSpot
• Coordinate institutional communications, resources, and related initiatives with Sales, Marketing, Product, Support, and other internal partners
• Use approved AI tools to support meeting notes, follow-up drafting, customer resource preparation, summarization, and routine account administration
• Validate AI outputs and protect customer information

Skills

• 1–3 years of experience in Customer Success, Account Management, Client Services, Customer Support, Education, SaaS, or a related customer-facing role
• Bachelor's degree in Business, Communications, Education, or a related field, or equivalent relevant experience
• Basic proficiency with AI tools for prompting, summarization, drafting, research, or routine workflow support, with the ability to validate outputs and follow company data and privacy guidelines
• Experience in medical or health-professions education
• Nursing or NP program experience is a plus
• Familiarity with HubSpot or a similar CRM
• Comfort working with usage data in spreadsheets

Benefits

• Remote First
• Flexible Time Off - No accruals
• 100% Individual Health Coverage
• Equity - From day one, you’ll have a stake in our future growth.
• 401(k) - up to 5% matching
• Team Events - an annual company retreat and more
• Annual Work Anniversary Stipend
• Monthly Wifi & Phone Reimbursement
• Short Term & Long Term Disability
• Sales incentive opportunity

Company Overview