Customer Success Specialist

Wilmington, North Carolina, United States Full-time

Company Description:

Untappd is a fast growing, venture backed technology company in Wilmington, NC that develops social and data driven consumer and business software products in the beer and wine space. (

The primary responsibility of this role will be to ensure our thousands of existing Untappd for Business customers are engaging with the software platform. The Customer Success Specialist will be in regular one-on-one contact with customers to encourage use of the platform’s robust feature set.  Success in this role will be measured by renewal of service among existing customers and overall customer health.

Our software is used by hundreds of thousands of businesses and millions of consumers around the world, and has won numerous awards including:

  • #259 on the Inc. 5000 list of fastest growing US companies

  • #98 on the Entrepreneur magazine’s list of 360 most entrepreneurial companies

  • ‘Best New App’ in the Apple App Store

  • Featured in dozens of leading media outlets including Time, The Wall Street Journal, TechCrunch, and Forbes

  • The Untappd leadership team has also been invited to speak at dozens of events about start-ups, growth, and sales

Primary Responsibilities and day to day expectations:

  • Proactively manage a large portfolio of assigned customers to deliver consistent value across the entire lifecycle of an annual subscription.

  • Ensure customers are utilizing the platform to the fullest potential by identifying their individual goals and translating that into the features available in Untappd.

  • Approach all situations with curiosity and creativity, always going the extra mile to ensure your customers are successful.

  • Resolve issues independently or in collaboration with other UTFB teams across the organization.

  • Share best practices for analyzing product usage, deliver in-app guidance, and leverage the UTFB platform to maximize customer experience.


  • 4-year undergraduate degree (BA/BS) in Communications, Marketing, or related field.

  • 1+ years experience in Account Management or SaaS Customer Success roles with a verifiable track record of customer retention and growth

  • Love learning technology and new applications
  • Ability to manage multiple priorities while maintaining strict attention to detail

  • Familiarity with tools commonly used in Customer Engagement; such as, Salesforce, ZenDesk, and Freshdesk; familiarity with a Customer Success platform is a plus (ChurnZero, Gainsight, ClientSuccess etc.)
  • Proficiency with the Google suite of products (Gmail, Google Docs, Sheets, etc.

This is a full-time position based in beautiful and sunny Wilmington, North Carolina. Benefits include:

  • Top of market salary and bonus incentives

  • Health insurance

  • Lunch paid for daily

  • Downtown parking pass

  • Free beer on tap!

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