Customer Success Specialist

Job Title:              Customer Success Specialist

Reports To:            CEO         

Direct Reports:       Not at this time

Location:             Full Remote/But Must be Located in Wisconsin

FLSA Status:         Full-time Exempt

Approved Date:     June 22, 2025

Company Profile

MyTalentPlanner is the Growth Accelerator System (GAS) that helps HR consulting firms and SMB leaders Win at Talent. Our SaaS platform fuses behavioral science, AI, and intuitive design to hire smarter, retain top performers, develop future leaders to execute their strategy/achieve their vision — all in one login. We visualize strategy, goals and action plans, metrics, meetings, leadership development plans, performance reviews, DISC/Motivators, and talent plans so every team can communicate, stay accountable, and scale faster

The Customer Success Specialist is an important member of the team as you are focused on retaining and growing current customers, as well as, optimizing the value they are receiving from MyTalentPlanner. Customer Success at MyTalentPlanner isn’t a department—it’s our heartbeat.

If you’re the outgoing tech-enthusiast who loves to help people/teams achieve success, we’d love to meet you. Apply today and help businesses everywhere, step on the GAS for growth.

Based on performance, as MyTalentPlanner grows the Customer Success Specialist will be provided with stock options, bonus and leadership/advancement opportunities.

Desired Characteristics/Skills

·     Tech-savvy problem-solver — You love turning “It’s not working” into “Wow, that was easy!”

·     Outcome-oriented communicator — Empathy, active listening, and crisp coaching set you apart.

·     Data-driven mindset — Comfortable in dashboards; obsessed with NRR, TTFV, and usage heat-maps.

·     Growth mentality — Hungry to iterate, document, and scale repeatable success.

·     Self-management & accountability — You own commitments and thrive in a fully remote team.

·     Team collaboration — You believe “Customer Success is a team sport” and lift others.

Key Accountabilities for Customer Success Specialist Position

·     These key accountabilities are ranked in order of importance and include the % of time in a week/month that the Customer Success Specialist will spend on each key accountability.

·     Key Accountabilities & Time Allocation

%

Time

Key Accountability

Success Metrics (Targets)

35 % = Deliver Legendary Customer Care — Proactively manage customer health to minimize churn and maximize Net Revenue Retention (NRR). 🔹 NRR ≥ 115 % 🔹 Gross Retention ≥ 95 %

25 % = Enable & Expand Consultant / TPA Partners — Coach partners to drive adoption in their book of business. 🔹 User sourced ARR growth 🔹 Avg. users per partner account ↑

10 % = Onboard New Clients for Rapid Time-to-Value — Own kickoff → first “aha!” moment. 🔹 Time to First Value ≤ 14 days

15 % = Upsell & Cross-sell — Identify expansion opportunities that unlock ROI. 🔹 Expansion ARR quota 🔹 Adoption rate ≥ 80 %

5 % = Voice of the Customer for Product — Turn insights into roadmap priorities. 🔹 # actionable product stories delivered/quarter

5 % = Process & Playbook Builder — Document repeatable, tech-enabled workflows . 🔹 Playbooks activated & automation coverage

5 % = Team Contribution & Growth — Share best practices, mentor peers, pursue L&D.

Requirements

o  4-year degree in business or human resources or related field

·     Experience

o  2+ years of proven customer success or customer service experience

o  SaaS experience a plus

o  Video recording and editing experience a plus

Measures of Performance

1.   Total ARR and Expansion ARR vs. targets

2.   Net Revenue Retention (NRR) & Gross Retention Rate

3.   Churn % voluntary & involuntary

4.   New Active Users / Month within existing accounts

5.   Customer Health Score

6.   NPS & G2 trends

What You Can Expect from Us

·      A team that cares about you and your success

·      Competitive salary commensurate with impact

·      Performance bonuses to retention and growth

·      Employee Stock Incentive Plan—own a slice of our company and its success

·      401(k) with 3 % match

·      Paid vacation

·      Remote work but team focused

·      Whole-person development plan—coaching, conferences, and certifications

·      Fast-track leadership opportunities as we scale