To support proactive customer engagement, the full-time remote Customer Success Specialist will manage a defined book of business, coordinate escalated support issues, and strengthen relationships with assigned partners while ensuring customer needs are prioritized and addressed. Key responsibilities Manage proactive outreach and follow-through for an assigned book of business, ensuring customer goals and milestones are met Coordinate high-priority customer issues from intake through resolution, maintaining clear communication and ownership Document adoption gaps and customer sentiment while collaborating with cross-functional teams to enhance the overall customer experience Required qualifications Minimum of four years of experience in customer success, account support, or a similar customer-facing role Proven ability to manage multiple customers and complex issues while maintaining strong documentation and organization Experience coordinating escalated customer issues across various teams with sound judgment regarding urgency and customer impact Practical understanding of customer adoption, retention, and growth signals, preferably within healthcare technology or SaaS Familiarity with CRM, ticketing, or project management tools Experience: 2 years required