Digital Customer Success Specialist

Overview

The driving force behind our success has always been the people of AspenTech. What drives us, is our aspiration, our desire and ambition to keep pushing the envelope, overcoming any hurdle, challenging the status quo to continually find a better way. You will experience these qualities of passion, pride and aspiration in many ways — from a rich set of career development programs to support of community service projects to social events that foster fun and relationship building across our global community.

The Role

As a Digital Customer Success Specialist, you will help scale Customer Success across a broad customer portfolio through data-informed insight, digital engagement and disciplined execution. You will support adoption, value realisation, customer health and renewal readiness through repeatable digital Customer Success motions. This is a broad role rather than one limited to a single current workstream, and it offers opportunities to work with account teams, cross-functional stakeholders and leadership as Digital Customer Success priorities evolve.

Your Impact

Customer health and renewal readiness: Analyse customer information to identify adoption opportunities, account-health concerns, churn or attrition risks and practical next actions.

Scalable Customer Success: Translate core CSM practices into structured digital programmes that support customers beyond dedicated one-to-one coverage.

Proactive digital engagement: Use approved customer data and system-driven signals to support targeted outreach, awareness sessions, health reviews, technical enablement, campaigns and webinars.

Community and customer feedback: Support community resources, self-service engagement and Voice of Customer activities based on business priorities.

Insight and reporting: Use Salesforce, Excel, Power BI or comparable tools to create clear reporting and enable informed action by account teams and leadership.

Cross-functional collaboration: Work with Customer Success, Sales, Marketing, Product, Support, Community, Data and other teams to validate context, coordinate actions and resolve dependencies.

Operational improvement: Maintain accurate documentation and recurring delivery cadences while helping standardise, improve and automate Digital Customer Success processes without reducing quality or sound judgement.

What You'll Need

Experience: 2 to 4 years in Customer Success, Customer Success operations, digital customer engagement, customer analytics, business analysis, customer marketing, community operations or a comparable role.

Customer Success understanding: Knowledge of how CSMs support adoption, value realisation, customer health, retention and renewal readiness.

Analytical capability: Proficiency in Excel and working experience with Salesforce, Power BI or comparable CRM and reporting tools; ability to interpret customer data and convert it into clear actions.

Communication and collaboration: Strong written and verbal communication, with the ability to coordinate stakeholders and present information clearly to account teams, cross-functional partners and leadership.

Ownership and adaptability: Ability to work independently, organise incomplete inputs, manage changing priorities, follow through on commitments and escalate appropriately.

Digital engagement exposure: Experience with customer outreach, digital programmes, content management, online communities, customer feedback or similar scaled engagement activities.

Education and preferred exposure: Bachelor’s degree or equivalent relevant experience in a related field. Experience in B2B enterprise software and exposure to Customer Success platforms, community platforms, Power Query, SQL, automation or customer-health models are advantageous.

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