Customer Success Specialist

Where you’ll work:

Customer Care & Success at GoTo 

At GoTo, our Customer Care & Success team helps people get the most out of technology. We use innovative, AI-driven tools and automation to make support faster and smarter. Creative thinking and teamwork are at the heart of how we solve problems and enhance customer experience.  Join us and use your skills to add value for our customers and have a positive impact on everyone who uses our products. 

Your Day to Day 

As a Customer Success Specialist, you will work on: 

• Reacting to customer contacts to remove friction, provide best practices, deliver training, and help customers derive value from our products. 

• Owning customer risk mitigation by taking quick action on account alerts, investigating the root cause of product usage changes, negative experiences, or signs of customer growth. 

• Engaging with customers at risk of erosion and churn, driving retention conversations in partnership with internal teams. 

• Owning outbound follow-up, including OSAT Detractors and email campaign requests. 

• Staying informed on GoTo product updates, releases, roadmaps, and the IT Service market. 

• Effectively communicating via phone, email, and web to conduct product demonstrations and feature/functionality training. 

• Collaborating with various teams including marketing, product development, sales, and customer support to ensure a seamless customer and product experience. 

• Documenting customer engagement as required in Gainsight and Salesforce.com. 

Additional Responsibilities: 

• Conducting various customer outreach efforts, including but not limited to collections calls, email follow-ups, and periodic check-ins to maintain engagement and satisfaction. 

• Completing tasks assigned as part of the pool assignment process, ensuring high-quality execution and adherence to deadlines. 

• Maintaining accurate records of customer interactions and updates using CRM tools (Salesforce, Gainsight). 

• Supporting inbound customer calls during high-volume periods or as needed, providing real-time problem-solving and guidance. 

• Assisting with troubleshooting and escalating technical or account-related issues to the appropriate teams. 

• Delivering a consistent and positive customer experience across all interactions. 

• Compiling and analyzing customer data, providing insights on outreach outcomes and task execution efficiency. 

What We’re Looking For
As a Customer Success Specialist, your background will look like:

• 2+ years’ experience in a customer-facing role: Customer Success/Tech Support/Pre-Sales/Renewals/Sales.
• Tech-Savvy loves technology, learns and adopts quickly, sharing this passion with customers.
• Ability to lead projects and willingness to work with others toward common goals.
• Ability to excel in a data-driven, metrics-oriented environment.
• Strong presentation/demonstration/training skills.
• Demonstrated ability to effectively manage high volume of activities with varying priorities.
• Proficiency in using Microsoft Office (Word, Excel, Outlook, PPT) and Salesforce.com; Gainsight experience is a plus!
• Strong project ownership and collaboration skills to work toward common goals. 
• Professional English proficiency (B2 level or higher), with the ability to collaborate, communicate, and write clearly in a professional environment
   

What We Offer 

At GoTo, we care about helping our people succeed at work and feel supported in life. Our employee benefits and programs are designed to support your well-being, growth, and sense of belonging. Here's what you can expect as part of our team:

• Comprehensive health benefits
• Generous paid time off, including paid holidays, volunteer days, quarterly self-care days, and company-designated no-meeting days 
• Tuition reimbursement and access to instructor-led and on-demand learning and development programs
• The Thrive Global Wellness Program, a confidential Employee Assistance Program (EAP), a wellness app and one-on-one wellness coaching 
• Employee-led communities and programs, including Employee Resource Groups (ERGs), GoTo Gives, and charitable matching

We work hard to create an environment where everyone feels welcome, respected, and able to contribute. Building a culture of belonging isn't just something we talk about - it's part of how we work every day.

Specific benefits and offerings may vary by country in line with local regulations and market practices.

At GoTo, you’ll find the flexibility, resources, and support you need to thrive—at work, at home, and everywhere in between. You’ll work towards a shared goal with an open-minded, cohesive team that’s greater than the sum of its parts. We’re committed to creating an inclusive space for everyone, because we know unique perspectives make us a stronger company and community. Join us and be part of a company that invests in your future, where together we’ll Be Real, Think Big, Move Fast, Keep Growing, and stay Customer Obsessed. Learn more.