CUSTOMER SUCCESS REPRESENTATIVE II (CSR II)

Etactics Inc•Hudson, OH

9d•Onsite

About The Position

K2 GRC helps organizations manage governance, risk, and compliance through practical software solutions, structured implementation, and ongoing customer partnership. We are looking for a Customer Success Specialist II who can help clients successfully adopt the K2 GRC platform, achieve measurable business outcomes, and build long-term value from their investment. The Customer Success Specialist II is a key customer-facing role responsible for onboarding, relationship management, product adoption, renewals, retention, and account growth. This is a post-sale role focused on helping customers succeed after they purchase the K2 GRC platform. The ideal candidate will serve as a trusted advisor to customers, helping them implement the platform, understand best practices, increase adoption, and achieve their business and compliance goals. This role is more than customer support. The Customer Success Specialist II will proactively manage customer relationships, monitor account health, identify churn risks, coordinate renewals, and uncover expansion opportunities within existing accounts.

Requirements

3 to 5 years of experience in Customer Success, Account Management, Client Services, or a similar customer-facing role within a SaaS or technology company.
2+ years of experience managing strategic customer accounts, preferably in the $20K to $100K ARR range.
Experience supporting customer renewals, retention, onboarding, adoption, or account expansion.
Ability to interpret customer KPIs, usage trends, and engagement data to identify at-risk accounts or dissatisfied users.
Strong presentation, communication, and relationship management skills.
Excellent active listening skills and the ability to navigate customer concerns or conflict professionally.
Proven ability to lead customer onboarding or implementation processes.
Comfortable working cross-functionally with sales, product, engineering, support, and leadership teams.

Nice To Haves

Experience in governance, risk, compliance, cybersecurity, healthcare compliance, or related operational software is strongly preferred.
Bachelor’s degree in Business or a related field preferred.
Equivalent professional experience will also be considered.
PMP, CCMP, Lean Six Sigma Yellow Belt, or similar process/project certification is a plus.
Enjoys working directly with customers, building relationships, solving problems, and helping organizations get real value from software.
Organized, proactive, and comfortable managing multiple accounts at the same time.
Can balance customer advocacy with business goals, explain software clearly, build trust with stakeholders, and take ownership when a customer needs help.

Responsibilities

Serve as the primary point of contact for assigned customer accounts and build long-term relationships with executive buyers, operational users, and administrative contacts.
Regular customer communication, proactive account management, renewal tracking, and early identification of churn risks.
Lead new customers through onboarding and implementation, helping define goals, timelines, responsibilities, and success criteria.
Train customers on platform functionality, monitor usage and engagement, identify adoption gaps, and help customers connect K2 GRC capabilities to measurable operational, compliance, and business outcomes.
Support customer retention by coordinating renewals and conducting value assessments with key stakeholders.
Identify appropriate upsell and cross-sell opportunities based on customer needs, additional departments, new use cases, or related organizations within the customer’s ecosystem.
Work closely with sales, marketing, customer support, product, engineering, and leadership to deliver a consistent customer experience.
Act as the voice of the customer by sharing feedback, feature requests, and customer pain points with internal teams.
Take ownership of customer escalations, diagnose issues, coordinate with technical support or product teams, and communicate clearly with the customer through resolution.
Turn difficult customer situations into positive experiences.