Customer Success Advocate (CSA) Work From Home Opportunity at Litmos - Apply Now

About the Job

Are you looking for an Customer Success Advocate opportunity to contribute to a high-energy, dynamic, and fast-paced organization? Are you interested in joining a team where you can help build a fun, people-centric culture and brand? If so, you’ve come to the right place!

Litmos develops eLearning solutions for top-performing companies. Since its establishment in 2007, Litmos has been a trusted leader in the eLearning market. Our solutions include an easy-to-use LMS platform, a comprehensive learning content library, services to support success, and integrations with top workflow tools. Thousands of companies rely on Litmos to create, curate, and connect learning for employees, customers, and partners. Over 30 million people in 150 countries use our solutions, available in 35 languages. Learn more about us at www.litmos.com.

Role: Customer Success Advocate (CSA) Work from Home

As a Customer Success Advocate (Work From Home), you will serve as a trusted advisor, ensuring success and satisfaction for existing customers. The CSA focuses on driving platform usage and adoption for their portfolio of customers, covering training, account management, renewals, and identifying customer success qualified leads (CSQLs) for growth opportunities.

Your role will involve ensuring customers maximize the value of Litmos’ solutions while fostering continuous growth and retention within your assigned portfolio. You’ll handle the renewal process and maintain strong relationships with clients throughout their lifecycle.

A successful CSA thrives on interacting with customers and has a passion for communication, problem-solving, and lifelong learning. Please note that this role requires working US time zones.

Key Responsibilities as Customer Success Advocate

Customer Health & Adoption: Monitor and execute strategies to drive customer health and adoption through their entire lifecycle—from onboarding to long-term relationship building.
Onboarding Coordination: Facilitate and coordinate onboarding activities to ensure a smooth start for new customers.
Issue Management: Track and document customer issues, triage them effectively, and communicate resolutions to internal stakeholders as needed.
Retention Management: Ensure the retention of existing clients within your portfolio by addressing their concerns and maintaining satisfaction.
Growth Opportunities: Identify potential areas for account expansion and communicate these opportunities effectively.
Renewal Facilitation: Oversee the renewal process for all accounts within your portfolio, ensuring a seamless experience for the customer.
Training & Facilitation: Deliver training sessions and help customers maximize the platform’s value.

Desired Profile as Customer Success Advocate

We’re looking for candidates who are:

Self-Motivated: You take initiative and are driven to achieve success.
Team-Oriented: You enjoy working collaboratively to achieve shared goals.
Empathetic: You can understand and relate to customers’ needs.
Curious: You’re passionate about learning and self-improvement.
Organized: You have an eye for details and can manage multiple tasks effectively.

Qualifications for Customer Success Advocate

Minimum of 1 year of professional experience, preferably in account management or sales.
Strong communication and presentation skills.
Proven training and facilitation abilities.
High customer empathy and problem-solving prowess.
Analytical, creative, and adaptable.
Ability to work under pressure with minimal supervision.
A fast learner with a knack for adapting to new processes and tools.

Compensation and Benefits

Total fixed pay: ₹800,000 to ₹1,100,000 INR
Performance-based bonus: 10% of fixed pay
Comprehensive benefits package

Our Commitment

At Litmos, we believe in the potential of everyone. If you don’t have experience in all the areas mentioned, we still encourage you to apply. We’re committed to Equal Employment Opportunity and ensure accessibility accommodations for applicants with physical or mental disabilities.

Litmos considers all applicants for employment without regard to age, race, religion, national origin, ethnicity, gender identity or expression, sexual orientation, veteran status, or disability.

Top 10 Interview Questions and Sample Answers for Customer Success Advocate

Why are you interested in the Customer Success Advocate role at Litmos?
- Sample Answer: “I am passionate about customer engagement and helping organizations achieve their goals through innovative solutions. Litmos’ reputation as a leader in eLearning aligns with my skills in fostering customer relationships and driving platform adoption. I’m particularly excited about the opportunity to contribute to a people-centric culture.”
How would you approach onboarding a new customer?
- Sample Answer: “I would start by understanding the customer’s goals and challenges. Then, I’d create a tailored onboarding plan that includes training sessions and clear milestones. Regular check-ins would ensure the customer feels supported throughout the process.”
Describe a time you handled a difficult customer issue.
- Sample Answer: “A client once faced integration challenges with our platform. I quickly identified the problem, coordinated with the technical team, and kept the client updated throughout. By providing a timely resolution and additional training, I regained their trust and strengthened the relationship.”
How do you prioritize tasks when managing multiple accounts?
- Sample Answer: “I use a task management tool to track priorities based on urgency and impact. I allocate specific times for follow-ups, escalations, and proactive outreach. Clear communication with customers also helps manage expectations effectively.”
How would you identify opportunities for account growth?
- Sample Answer: “I’d analyze usage patterns and feedback to identify gaps where additional features or services could add value. Regular conversations with customers would also uncover growth opportunities aligned with their evolving needs.”
What would you do if a customer is at risk of not renewing their contract?
- Sample Answer: “I’d schedule a meeting to understand their concerns and identify pain points. By addressing these issues promptly and demonstrating the platform’s value through tailored solutions, I’d work towards rebuilding their confidence.”
What strategies do you use to encourage platform adoption?
- Sample Answer: “I focus on providing hands-on training and sharing success stories from similar clients. Regular check-ins, usage tips, and showcasing new features also keep customers engaged and motivated to use the platform.”
How do you handle feedback from customers?
- Sample Answer: “I view feedback as an opportunity to improve. I’d acknowledge their input, analyze it for actionable insights, and implement changes where possible. Transparent communication about how their feedback is being addressed is key.”
Describe your approach to training and facilitation.
- Sample Answer: “I tailor training sessions to the audience’s skill level and objectives. My approach involves interactive elements, real-world scenarios, and hands-on practice to ensure participants gain confidence and understanding.”
What do you think makes an excellent Customer Success Advocate?
- Sample Answer: “An excellent CSA combines empathy, proactive communication, and problem-solving skills. They build strong relationships by understanding customer needs, delivering value, and continuously looking for ways to enhance the customer experience.”