Role Overview
The Customer Success Specialist – Cross Sales will act as a trusted advisor to existing customers, ensuring successful adoption while identifying and driving cross-sell opportunities across additional modules, features, services, and related solutions.
This role blends customer success, relationship management, and consultative selling, with a strong focus on customer value realization and long-term account growth.
Key Responsibilities
Customer Success & Relationship Management
Serve as the primary point of contact for assigned customers post-implementation
Develop a deep understanding of customer goals, business challenges, and learning strategies
Conduct regular check-ins, success reviews, and health assessments
Cross-Sell & Revenue Growth
Identify cross-sell opportunities within existing accounts (additional licenses, modules, integrations, services, or add-ons)
Educate customers on new features, enhancements, and complementary solutions aligned with their needs
Partner closely with Sales, Account Management, and Product teams to position solutions effectively
Support renewal conversations by demonstrating value and ROI
Strategic Advisory
Act as a strategic advisor on best practices for LMS usage, learner engagement, and revenue generation through education
Recommend solutions to help customers expand training programs for employees, members, partners, or customers
Leverage Salesforce data and dashboards to track customer usage and growth opportunities
Collaboration & Reporting
Maintain accurate account notes, opportunities, and forecasts in Salesforce
Share customer feedback with Product and Leadership teams
Contribute to playbooks and success strategies for cross-selling and upselling
Qualifications & Skills
3–5 years of experience in Customer Success, Account Management, or Inside Sales (SaaS preferred)
Experience with Salesforce® and/or LMS platforms strongly preferred
Proven ability to identify and close cross-sell or upsell opportunities
Strong consultative communication and presentation skills
Ability to understand technical solutions and translate them into business value
Self-motivated, organized, and comfortable managing multiple accounts
Preferred Experience
Experience working with associations, nonprofits, corporate training, or member-based organizations
Familiarity with SaaS metrics such as adoption, retention, expansion, and churn
Background in education technology or learning solutions
What We Offer
Opportunity to work with a leading Salesforce-native LMS
Collaborative, growth-oriented culture
Competitive compensation with performance-based incentives
