{"id":727301,"url":"https://alion.io/job/lighthouseai-customer-success-specialist","title":"Customer Success Specialist","company":{"id":679114,"name":"LighthouseAI","domain":"lighthouseai.com","url":"https://alion.io/company/lighthouseai-2","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":{"grade":"B","score":82,"open_postings":7,"ghost_share":0,"stale_share":0.714,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":70000,"max":80000,"currency":"USD","period":"year","gross":null,"usd_annual":80000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-07-14T14:04:39Z","employer_posted_date":"2026-07-14","last_verified_at":"2026-11-06T02:06:56Z","board_verified":true,"closed_at":null,"days_open":114,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":113},"description":"We are currently expanding our team and suite of products & services and looking for exciting new talent to help grow our brand. We are seeking a detail-oriented and analytical Customer Success Specialist to assist with our Customer Success initiatives. This full-time role is ideal for someone with knowledge of pharmaceutical state licensing and a strong ability to assess data accuracy and functionality. The ideal candidate is tech-savvy, quick to learn new software, and highly computer literate. We are looking for someone with a strong work ethic and attention to detail. If this is you, we would love to hear from you.\nThis is afull-timeremoteposition.\nWorking Hours: 8am - 4:30pm ET\nEssential Duties and Responsibilities:\n1. Customer Relationship Management:\nEstablish and nurture strong relationships with assigned customers, serving as their primary point of contact. \nUnderstand customers' unique business needs and challenges, and proactively provide the customers targeted insights and updates to maximize their success with LighthouseAI. \nRegularly engage with customers through virtual meetings, calls, emails, and other communication channels to assess their satisfaction, address concerns, and offer assistance. \nProactively monitor customer usage of LighthouseAI to ensure early detection of any issues that may be deterring the customer from reaching maximum value from LighthouseAI due to unexpected lapses in usage. \nProactively reach out to SaaS customers on a monthly basis to encourage engagement and feedback\n2.Customer Success Strategy:\nCollaborate with cross-functional teams to develop and execute customer success strategies, including adoption plans, business reviews, and performance analysis. \nMonitor key customer metrics, track usage patterns, and identify opportunities for enhancing customer value and product adoption. \nWeekly monitoring of customer usage report to detect and address any indications of lack of customer usage of LighthouseAI to proactively take action to ensure a customer’s satisfaction of the software \nLead monthly meeting with a cross functional team to provide an overview of customer usage trends and escalation of any indicators of decreasing customer usage/satisfaction. \nCoordinate NPS (Net Promoter Score Reports) to send out monthly and 90-days post onboarding.\n3.Product Feedback and Enhancement:\nGather customer feedback and insights as a “Voice of the Customers” to advocate for product enhancements and feature requests, ensuring continuous improvement and alignment with customer needs. \nWeekly reports to Product Management and Marketing on any updated insights \nAct as a liaison between customers and the product management team, conveying customer requirements and preferences.\n4.Renewals and Upsells:\nProactively identify and share opportunities for upselling and expansion based on customers' evolving needs and usage patterns. \nCollaborate with the sales team to drive successful contract renewals and upsell initiatives.\n5.Process Maintenance\nCreate, revise, and maintain all SOPs for departmental reference. \n\nResponsibilities and tasks outlined in this document are not exhaustive and may change as determined by the needs of the company and/or it’s clients.\nWork Experience Qualifications:\nKnowledge of pharmaceutical state licensing requirements (experience in regulatory compliance, licensing, or credentialing is a plus).\nStrong analytical mindset with keen attention to detail and problem-solving skills.\nTech-savvy and comfortable learning new software applications quickly.\nAbility to document findings clearly and communicate effectively.\nPrior experience with data validation, quality assurance, or regulatory compliance is preferred.\nOther Qualifications:\nAbility to identify patterns, inconsistencies, and data-driven insights.\nComfortable working in a dynamic environment where software is still being tested and refined.\nSelf-motivated individual who takes ownership of their projects with minimal supervision\nMicrosoft Office suite competency including Excel, Word, and PowerPoint\nStaying organized while effectively prioritizing multiple projects at once.\nHigh attention to detail when completing projects.\nStrong time management skills to complete projects by deadlines.\nMaintain excellent verbal, writing, and language skills.\nCompensation:\nSalary Range: $70,000 - 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