Customer Success Consultant

Phocas Software•Costa Mesa, CA

16h•Hybrid

About The Position

The Customer Success Consultant sits at the center of the customer lifecycle — driving adoption, improving satisfaction, and proactively managing risk. This role owns churn, downgrades, and credit risk within the portfolio, ensuring Customer Success leads value protection while identifying expansion and recovery opportunities. This is an ideal opportunity for a customer-first professional who thrives on building trusted relationships, driving measurable outcomes, and protecting long-term customer value. Strategic Context Phocas’ growth depends not only on acquiring new customers, but on retaining and expanding them. Customer Success plays a central role in portfolio health by ensuring customers adopt deeply, achieve ROI, and remain long-term advocates. This role bridges onboarding, adoption, risk management, and renewal support — ensuring customers are engaged, supported, and aligned to measurable business outcomes. Why This Role Matters Retention Performance: Direct ownership of churn, downgrades, and credit risk. Customer Adoption: Drives usage depth and value realization across accounts. Risk Mitigation: Identifies early warning signals and executes recovery plans. Customer Experience: Delivers consistent, high-quality interactions and issue resolution. Cross-Functional Impact: Aligns closely with AM, AE, Support, and Product to protect and grow accounts. Operational Discipline: Maintains accurate CRM data, health tracking, and structured success plans.

Requirements

Excellent relationship-building, communication, and facilitation skills
Strong problem-solving capability with ability to guide customers to outcomes
Highly organized and able to manage multiple accounts simultaneously
Confident delivering training and presenting to varied audiences
Proactive, curious, customer-first mindset with resilience under pressure
Strong documentation and operational discipline
Passion for technology, continuous learning, and alignment with Phocas values

Responsibilities

Drive structured onboarding, training, and proactive engagement to accelerate adoption
Develop and execute success plans aligned to customer business outcomes
Own churn, downgrade, and credit risk within assigned portfolio
Identify early risk signals and implement clear mitigation and recovery actions
Partner with AMs to maintain accurate retention forecasting
Lead meaningful customer reviews focused on value, ROI, and strategic alignment
Coordinate cross-functional resources to resolve issues and remove barriers
Maintain accurate CRM documentation, health scores, and engagement tracking
Share product feedback and insights to improve processes and customer journey
Operate with disciplined cadence and strong documentation standards