Customer Success Specialist

Penlink, the leading authority in digital intelligence, offers comprehensive solutions tailored for law enforcement, national security, the defense sector, financial institutions, and enterprises. Our expertise lies in seamlessly integrating extensive digital evidence with open-source intelligence gathered from a vast array of sources, harnessing the power of AI for critical insights.

With our get it done attitude and focused mission we are growing at an unprecedented rate and are therefore seeking a Customer Success Specialist on our North America sales team. The Customer Success Specialist will own the full lifecycle of client relationships, from onboarding through to ongoing satisfaction and retention. In this role, you will serve as a trusted advisor, helping clients maximize the value of our products while developing customer-success strategies and resources. You’ll collaborate with both internal and external senior managers to address customer needs and drive growth, while tracking and maintaining key customer-success metrics.

This is a fully remote position, with preferred candidates in WA, OR, CA, AZ, NM, UT, NV, ID.

Your responsibilities:

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both

• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals

• Collaborate, problem-solve, and/or strategize with team members, including sales and training teams

• Identify risk and growth indicators for assigned accounts

• 3-5 years experience in customer success, customer service, or customer support

• Located in WA, OR, CA, AZ, NM, UT, NV or ID.

• Strategic planning for Customer Success, including cross-team initiatives

• Collaborate with cross-functional teams, including marketing, product, and sales to enhance customer experience

• Develop one-to-many content for use across larger org, including webinars, training materials, case studies, and white papers

• Support complex, high-value, or marquee accounts

• Ability to manage complex customer issues and resolve escalations

• Advanced product knowledge and/or industry experience

• Knowledge of Salesforce

• Proven technology skills and outstanding interpersonal abilities

• Previous experience as a law enforcement analyst, officer, investigator, or similar

• Strong communication and problem-solving skills

• Analytical and process-oriented mindset

• Ability to document and share information internally

• Ability to manage time and prioritize tasks effectively

• Active team player, self-starter, and multitasker who can quickly adjust priorities

• Learning mindset, interest in self-improvement

• Results-driven, self-starter, outstanding interpersonal abilities, attention to detail and organized

• Demonstrated success in working with cross-functional teams

• Excellent written and verbal communication skills