Customer Success Specialist (Remote US)

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve. You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally. Come make an impact every day at Zebra.

The Customer Success Specialist is a post-sale, customer-facing role responsible for guiding a portfolio of customers through their post-sale journey. This includes onboarding, product adoption, ongoing utilization, and successful renewals. Operating in a highly programmatic and proactive manner, this specialist leverages data, playbooks, and structured calls-to-action (CTAs) to ensure customers realize the maximum value from their technology investments. They act as the customer's trusted advisor, advocate internally for their needs, and identify opportunities for account expansion and renewal. This role will work with end-users and partners. This remote role must reside in the US, ideally in the southern states, with the ability to travel ~ 25%. Essential Duties and Responsibilities 1. Onboarding & Product Adoption Serve as the primary post-sale point of contact for assigned customers, guiding them through a structured kickoff, implementation, and onboarding process Drive product adoption and utilization by educating customers on features, best practices, and advanced workflows that align with their business goals Conduct regular training sessions and provide resources to ensure customers are confident and proficient using their purchased solutions . 2. Retention, Renewals, & Account Health Proactively monitor account health metrics (such as utilization rates and support tickets) to identify and mitigate churn risks early Manage renewal cycles for assigned accounts, driving high retention rates and ensuring uninterrupted service. Identify upsell and cross-sell opportunities during customer touchpoints and collaborate with Sales/Account Managers to expand account revenue . 3. Customer Advocacy & Escalation Support Act as the "voice of the customer" internally, collecting and relaying user feedback, feature requests, and product pain points to Product and Engineering teams Coordinate cross-functionally with Support, Professional Services, and Sales to quickly resolve critical customer escalations and ensure SLA alignment . ️ Key Skills and Competencies Customer Relationship Management: Ability to establish rapport quickly, build trust, and manage diverse customer stakeholders Data Literacy: Comfort using CRM tools (e.g., Salesforce) and analytics platforms to track customer health scores and utilization trends . Problem-Solving & Empathy: Strong listening skills to understand customer business pain points and recommend