Customer Success Representative (Inbound)

Responsibilities

• Own communication in the Customer Success inbound queue (email/slack/Jira), acting as the primary point of contact for non-technical customer inquiries.
• Leverage AI-powered tools to enhance daily productivity, rapidly synthesizing customer context and accelerating the resolution of complex inquiries.
• Triage incoming requests to distinguish between support issues, strategic adoption blockers, and commercial opportunities.
• Identify at‑risk customers based on sentiment and inquiry type, escalating to leadership or specialized teams when necessary to prevent churn.
• Guide customers to existing self‑service resources (Community, Knowledge Base, Toolkits) to foster independence and faster time‑to‑value.
• Utilize internal AI agents and Knowledge Base tools to retrieve answers efficiently and assist in drafting accurate, empathetic responses.
• Maintain accurate records of customer interactions in Sa...