Customer Success Specialist

The Customer Success team is a growing, collaborative group dedicated to building lasting relationships with districts and educators. We're passionate about ensuring our customers have the tools, training, and support they need to create meaningful outcomes for students with autism. Each team member contributes to our shared success by managing their responsibilities with excellence while staying aligned with STAR's broader mission to empower educators and improve student outcomes.

Who You Are

Our ideal teammate:

Genuinely enjoys building relationships and helping others succeed

Brings curiosity, empathy, and a problem-solving mindset to your work

Takes pride in creating a positive experience for every customer

Builds trust quickly and communicate clearly with a wide range of stakeholders, from educators to administrators

Stays organized and follow through, even when managing multiple priorities or shifting timelines

Is comfortable navigating ambiguity and finding solutions when things aren’t fully defined

Takes initiative—proactively identifying customer needs, risks, or opportunities rather than waiting for direction

Uses both data and intuition to understand customer behavior and guide your next steps

Approaches their work with a growth mindset, always looking for ways to learn, improve, and refine your approach

Why This Role Matters

This role is central to how our customers experience STAR. By guiding onboarding, building strong relationships, and proactively supporting customers, you help ensure educators and administrators feel confident using our products and services—and see meaningful results. Your work strengthens engagement, drives long-term partnerships, and ultimately supports better outcomes for students with autism.

Position Summary/Objective

The Customer Success Specialist (CSS) plays a vital role in ensuring educators and administrators experience seamless onboarding, engagement, and long-term satisfaction with STAR Autism Support’s products and services. The CSS is responsible for guiding clients through implementation, providing ongoing support, coordinating professional services, and proactively fostering relationships that drive retention and loyalty. As part of our ongoing integration efforts, this role will also support current RoboKind customers, helping bridge systems, communication, and service delivery to create a cohesive and high-quality customer experience. By championing customer feedback and aligning services with organizational goals, the Customer Success Specialist helps deliver meaningful outcomes for students with autism and the educators who support them.

Essential Functions and Responsibilities

Guides new customers through the onboarding process, ensuring a smooth transition onto our platform and/or service. Provide training and assistance to help clients maximize the value of our products and services.
Serves as the primary point of contact for assigned accounts, addressing inquiries, troubleshooting issues, and proactively identifying solutions to meet customer needs.
Works with customer and internal professional services team to schedule, re-schedule and prepare for in-person and virtual professional services provided by the STAR Training Team to client.
Conducts regular check-ins with customers to assess satisfaction levels, gather feedback, and identify opportunities for upselling or cross-selling additional products/services.
Monitors customer usage and engagement metrics to identify and mitigate churn risks. Work collaboratively with sales and marketing teams to develop strategies that promote customer loyalty and renewals.
Develops a deep understanding of STAR and RK products and services. Uses this knowledge to effectively communicate product benefits and best practices to educators and administrators.
Champions customer interests and feedback within the company. Collaborates with professional services and product teams to prioritize feature requests and service improvements based on customer insights.

Required Qualifications

Bachelor’s Degree or equivalent years of experience
1-3 years’ experience in a related field (customer service, customer success, sales, training, etc.)
A proven track record of gaining customer trust and respect by consistently demonstrating sound critical thinking skills and maintaining composure in stressful situations
Experience in building and maintaining customer relationships
Experience working with a diverse set of customers with varying needs and communication styles
Preferred Qualifications

Experience or interest in K-12 education and/or special education industry
Experience in EdTech and/or professional services industries
Knowledge of the principles and methods for promoting and selling products and services
Experience with Salesforce
Experience working with a national company with a distributed remote workforce and customer base

Knowledge, Skills, and Abilities

Organizational KSA’s

Strong verbal and written business communication skills
Strong interpersonal skills with the ability to collaborate effectively
Has a growth mindset, is curious, and interested in ongoing learning and development
Adaptable and easily able to pivot as needed
Strong organizational skills and attention to detail
Self-motivated and proficient at working both independently and as part of a team
Intermediate Microsoft office skills and competence in a digital environment
Ability to streamline workflows by leveraging automation and AI tools to enhance efficiency and accuracy

Role KSA’s

Ability to develop and maintain positive relationships with clients and colleagues while exemplifying STAR values
Ability to communicate well with people at all levels of an organization (e.g. listen to understand, explain ideas simply, ability to give and receive feedback)
Intermediate to advanced Excel skills
Understanding of customer lifecycle, retention strategies, and success metrics
Working knowledge of Salesforce for tracking customer interactions and health scores
Ability to identify patterns, trends, and risks in customer behavior and usage data
Strong written and verbal skills to present findings and facilitate presentations
Proactive approach to identifying customer challenges and proposing data-driven solutions
Demonstrate empathy and responsiveness to customer needs