Inside Sales Account Rep (Post-Sales) CL11

SMB, Post-Sales About the Role

We're looking for a proactive, detail-oriented, and highly communicative Customer Success & Account Specialist to join our growing team. In this role, you'll act as the primary point of contact for customers after they've signed up, supporting them through onboarding and ongoing account management

You'll work at the intersection of customer success, support, and commercial growth - helping customers get set up, answering their questions, resolving issues, and identifying opportunities to upsell and cross sell, focusing in customer expansion.

This is a high-impact, high-visibility role that requires strong written communication, curiosity, and the ability to manage a high volume of customer interactions while maintaining a consistently excellent experience.

If you're passionate about AI, enjoy solving problems, and thrive in a fast-paced, customer-facing environment, this role is for you.

Responsibilities Customer Onboarding & Setup

• Ensure customers receive clear, structured onboarding communications and are set up for success from day one

• Assist with documentation and processes required for onboarding, including agreements and compliance-related forms

Account Management & Customer Support

• Act as the primary point of contact for customer queries, managing a high volume of inbound emails in a timely and professional manner

• Provide clear, accurate, and helpful responses across a range of topics, including product functionality, account setup, and general support

• Troubleshoot and resolve customer issues, liaising with technical or specialist teams where required

• Maintain a high standard of written communication across all customer interactions

Commercial Growth & Retention

• Identify opportunities for upsell, expansion, and early renewals through ongoing customer engagement

• Recognize and act on signals such as increased usage, dropped activity, or customer queries to drive commercial outcomes

• Contribute to "save" and re engagement efforts, including dropped cart or disengaged accounts

Contracts, Compliance & Operations

• Support customers with contract related processes, including addendums and data processing agreements (DPA)

• Provide guidance on requirements such as business verification and compliance related steps (e.g. HIPAA related processes where applicable)

• Ensure customers receive the correct documentation and are supported through completion

• Maintain accurate account records, activities, and updates in Salesforce or CRM systems

Cross Functional Collaboration

• Partner with Sales, Technical Support, and Operations teams to resolve complex issues and deliver a seamless customer experience

• Share customer feedback and insights to improve processes, product experience, and engagement strategies

• Contribute to continuous improvement initiatives as the program scales

Upsell and Cross Sell

• Conduct deep analysis to identify customer pain points, aligning solutions with the most suitable products and opportunities to upgrade their account.

• Stay informed on market trends and product releases to maximise product enablement and drive adoption across the portfolio.

Basic Qualifications

• 2+ years of experience in Customer Success, Account Management, Customer Support, Inside Sales, or another customer facing role.

• Proven experience managing customer communications through email, phone, or digital support channels.

• Excellent written and verbal communication skills, with the ability to explain complex concepts in a clear and customer friendly manner.

• Experience managing multiple customer interactions simultaneously while maintaining a high standard of service and attention to detail.

• Strong problem solving skills with a customer first, proactive, and solution oriented mindset.

• Demonstrated ability to work independently, prioritize competing tasks, and operate effectively in a fast paced environment.

• Experience using CRM platforms such as Salesforce, Dynamics, HubSpot, or similar systems to manage customer activity and account information.

• Experience supporting customer onboarding, account management, or customer lifecycle activities.

• Ability to identify customer needs and uncover opportunities for customer retention, expansion, upsell, or cross sell.

• Bachelor's degree or equivalent professional experience.

Why Join Us

• Be part of a fast scaling, high impact AI program

• Develop a unique skillset across customer success, support, and commercial growth

• Work in a collaborative, fast paced environment with strong learning opportunities

• Play a key role in shaping the customer experience as the program continues to expand