Customer Success Specialist

Job Description

Graduate Customer Success – Austin, TX | Fospha

The Tone:
This is a full-time role at Fospha, located in Austin, TX. Fospha is dedicated to building the world’s most powerful measurement solution for online retail, providing full-funnel marketing insights, forecasting, and optimisation to help teams make smarter decisions. Trusted by leading brands globally, Fospha manages $4 billion in annual ad spend. This Graduate Customer Success role is central to the business, ensuring customers receive the best possible experience by becoming a trusted expert in data quality, models, and insights, directly contributing to customer retention and success.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: In-person, Austin, TX

• Team: Customer Teams
• Mission: Own customer outcomes by driving action on insight, building trust in models, and ensuring data quality to contribute to customer retention.
• Tech Stack: Gen AI hub

What You’ll Actually Do
• Develop Expertise & Drive Outcomes: Join a customer specialist team to work across customer accounts, becoming a trusted expert in the insight, model, and data quality that underpin them, directly influencing customer retention alongside Account Managers.
• Problem Solve & Build Trust: Build deep expertise in your specialism to solve real customer problems, turning complex data into clear recommendations, building trust in Fospha’s methodology, and keeping data accurate and flowing.
• Onboard Customers & Manage Risk: Play a critical part in onboarding new customers by helping build essential foundations such as integrations, first insights, and early trust in Fospha’s model, ensuring the team meets time-to-value targets. Proactively identify and address risks like stalled adoption, data issues, or model pushback before they can threaten customer relationships.
• Engage Stakeholders & Collaborate: Confidently and effectively engage with both technical and non-technical customer stakeholders, building credibility, and collaborate closely with Account Managers and other specialist teams. This includes feeding valuable customer insight back to the Product team and providing regular progress updates to keep everyone aligned.
• Enhance Efficiency with AI: Actively explore and implement new ways of working by utilizing Fospha’s Gen AI hub, aiming to increase overall efficiency within your responsibilities and contribute to modern, AI-fluent processes.

The Must-Haves
• Background: This is an Entry-Level position within Fospha’s early-careers programme, the Centre of Excellence, designed for ambitious, high-performing talent interested in customer success, data quality, and marketing insights within online retail.
• Experience: A readiness to quickly take individual responsibility for work success and make an early impact, coupled with an eagerness to engage with Senior Leadership and C-Level executives at leading retail brands. Prior hands-on experience or exposure to customer-facing roles is beneficial for developing strong interpersonal relationships.
• Skills: Strong analytical capabilities to transform data into clear, actionable recommendations, excellent communication skills for building credibility with diverse customer stakeholders, and a collaborative approach to teamwork. A proactive mindset, curiosity, and a willingness to embrace new technologies, including Gen AI tools, are essential.
• Bonus: A demonstrated ability to embody Fospha’s core principles, including seeking inclusion, working hard and well together, continuous growth, customer-centricity, and delivering candid feedback with care, along with a proactive approach to researching the company’s mission.