OUR WORK MODEL

Hybrid: This is a hybrid role, requiring you to work from our location office 3 days per week (subject to change, dependant on business needs), with flexibility to work remotely on other days.

YOUR ROLE

As a Customer Success Representative, you will help drive clients’ revenue goals with our platform. In this high-growth, fast-paced environment, your expertise will drive operational excellence and risk mitigation at Cognism.

YOUR CHALLENGES & OPPORTUNITIES

1. Relationship Management - Serve as the main point of contact for clients post-sale; Build strong relationships with key stakeholders and understand their data needs and business goals; Monitor account health and proactively address issues.
2. Customer Communication & Updates - Provide clear, timely updates on issue resolution or product enhancements; maintain positive, professional communication with stakeholders and end users.
3. Account Monitoring & Usage Tracking - Monitor customer data usage; identify patterns that may signal a risk of churn or need for support.
4. Training & Education - Assist customers with continual education as needed, self-service portals; guide admins through how to use dashboards, stay up-to-date user interactions, address questions/challenges as they arise.
5. Customer Feedback & Reporting - Collect and relay customer feedback to product and data teams; help gather evidence or use cases that show value delivered to clients, assist in periodic customer health checks or satisfaction surveys.
6. Customer Retention - Monitor customer health scores, usage patterns, and engagement signals to identify risk or opportunity, proactively identify opportunities around Go-To-Market changes, expanded licenses; prevent churn through proactive engagement and value reinforcement; providing solutions for usage or satisfaction issues

OUR EXPECTATIONS

• Professional Experience – 2+ years in a sales organization
• Industry Background – Prior experience in a tech company, SaaS, or start-up environment is highly desirable.
• Leadership & Communication – Ability to engage and advise stakeholders at all levels, translating objectives into actionable insights.
• Problem-Solving Mindset – Proactive, solution-oriented, and adaptable to a fast-paced, high-growth environment.
• Detail-Oriented & Organized – Strong project management skills with a keen eye for accuracy and compliance best practices for multiple clients at a time
• Commercial Aptitude - Ability to align to gain a strong understanding of the customer’s business needs, market dynamics, and how to translate product value into measurable ROI to ensure customer retention.
• Fluency in English – Strong written, verbal, and presentation skills, with the ability to clearly communicate complex ideas to diverse audiences

OUR TECH STACK

1. Customer Success Platform (e.g. Gainsight, ChurnZero, Vitally) – Helps organize, track and main efficient communications with clients, understand usage trends, create
2. Conversational intelligence tools (e.g. Gong.io, Chorus.ai, DialPad) – Helps aid coaching, tracking conversations, sharing information to internal teams directly from the client
3. Automation tools (e.g. Outreach, SalesLoft, Vymo) – Helps to organize mass outreach across full customer base.
4. Communication tools (e.g. Zoom, MSFT Teams, Slack,) – To effectively communicate with customers and internal contacts, gage reactions, track messages.
5. Proficient with Salesforce - Manage customer relationships, streamline sales processes, automate marketing, and provide customer service