Customer Success Advocate
About The Position
The Customer Success Advocate serves as a primary point of contact for RoadRunner customers, working to promote retention, loyalty, and growth opportunities while ensuring customer satisfaction and addressing areas of dissatisfaction. The role manages multiple projects simultaneously and acts as a bridge between customers and internal operating departments. The position oversees customer health and resolution across supporting areas, partnering with internal teams to develop strategies and intervention plans, including activities to stabilize and retain at-risk client business. It also leads customer expansion and margin opportunities, coordinating customer approvals, resources, timelines, milestones, progress communications, and execution. The role performs customer retention risk and off-boarding activities. This is a full-time, non-exempt position with no travel required. Work hours are 8:30 a.m. to 5:30 p.m. Eastern Time. The position reports to the Customer Success Manager and has no direct reports. It interacts with customers, operations teams, the finance team, Customer Success Representatives, and Sales.
Requirements
- 2–3 years of experience in a corporate customer service setting.
- Bachelor’s degree or 3+ years of experience in a Customer Success B2B role.
- Comfort with ambiguity and ability to act using sound judgment and strong decision-making skills without having the full picture.
- Ability to learn new software and systems.
- Strong accountability, ownership, and focus on business results, quality, and metrics.
- Strategic thinking ability combined with attention to tactical details.
- Strong verbal and written communication skills.
- Ability to manage multiple projects, multitask, and prioritize conflicting assignments with minimal supervision.
- Ability to organize and manage multiple priorities and adapt quickly to changing business needs.
- Strong analytical and problem-solving skills, with timely and sound decision-making.
- Authorization to work for any employer in the United States; employment visa sponsorship or transfer is not available.
Responsibilities
- Oversee customer health and resolutions across supporting areas.
- Partner with internal teams to develop strategies and intervention plans that address customer health.
- Directly participate in activities to stabilize and retain at-risk client business.
- Lead customer expansion and margin opportunities, including swaps, diversion, optimization, and new opportunities.
- Coordinate internal RoadRunner teams to ensure smooth and timely transitions for customer opportunities.
- Present strategies, quotes, and estimates and obtain customer approval.
- Align resources and teams, coordinate timelines, monitor and communicate progress and milestones, and track execution and issues.
- Perform customer retention risk and off-boarding activities.
- Manage multiple customer projects and serve as a bridge between customers and internal operating departments.
Benefits
- 5% annual discretionary bonus
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What This Job Offers
Job Type
Full-time
