Remote Customer Success Specialist – Scaled Programs

About us: Accuris, a company long-known for accelerating innovation in engineering workflows and supporting the vibrancy of the engineering community, launched in May 2023 as a standalone company. Accuris was formerly known as S&P Global's Engineering Solutions division. The Company is valued for its standards content and workflow solutions like Engineering Workbench, Goldfire, Haystack and Parts Management Solutions.
Under its previous owners, including S&P Global, IHS and IHS Markit, Accuris has been an integral part of the engineering ecosystem for more than 60 years.
Job Title: Customer Success Specialist - Scaled Programs Department: Customer Success
Reports to: Director of Customer Success
Role Purpose / Objective:
The Customer Success Specialist-Scaled Programs is responsible for designing and executing tech-enabled strategies that drive adoption, retention, and satisfaction across low-touch and mid-market customers.
You will lead the development of scalable success motions using automation, digital engagement, and customer segmentation to deliver impactful experiences at scale. This role is both strategic and hands-on, with high visibility across Customer Success, Product, and Marketing.
Key Responsibilities• Design and execute the end-to-end scaled Customer Success strategy across the customer lifecycle.• Shape the digital customer journey using tools like Pendo to provide in-app guidance and proactive engagement.• Develop and manage lifecycle programs that drive value across onboarding, adoption, renewal, and expansion.• Host recurring office hours to engage directly with customers, respond to needs, share best practices, and drive satisfaction.• Report on KPIs including adoption, retention, and customer health across a broad portfolio.• Collaborate cross-functionally with Product, Marketing, and Support to launch webinars, help hubs, and in-app messaging.• Manage scalable, repeatable content including onboarding flows, success plans, and nurture campaigns.• Coach and support other Scaled CSMs (if applicable), while promoting a test-and-learn culture.• Measure and iterate program performance through data and customer feedback.• Act as the voice of the customer, surfacing insights to inform cross-functional roadmaps.• Document best practices, templates, and workflows to promote consistency and scale.• Contribute to segmentation model development for long tail and mid-market engagement.• Experiment with hybrid success models that blend tech-touch and light-touch strategies.
Skills & Competencies• Strong analytical mindset with comfort in segmentation strategy, health scoring, and KPIs• Excellent written and verbal communication skills, able to distill complex concepts simply• Hands-on experience with CS tools such as Salesforce, HubSpot, Pendo, and Rocketlane• Proven ability to design, execute, and iterate on lifecycle programs at scale• Collaborative and cross-functional approach to program design and execution• Innovative thinker with a drive to test, learn, and continuously improve
Qualifications• 3-5 years of Customer Success or Account Management experience in a B2B SaaS environment• Experience leading or contributing to scaled/pooled Customer Success programs• Familiarity with CS technologies and automation tools supporting digital engagement• Record of accomplishment of driving customer outcomes through scalable programs and initiatives
About Company Statement:
Accuris delivers essential intelligence that powers decision making. We provide the world's leading organizations with the right data, connected technologies and expertise they need to move ahead. We think differently, combining the knowledge and resources of an established company with the unapologetic boldness of a startup. ( https://www.spglobal.com/engineering/en/index.html )
Our mission: build an evolvable knowledge and data platform that enables STEM professionals to unlock and deliver innovation to the world's most complex problems.
Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.