Remote Customer Success Representative (Supply Chain Intelligence)

Accuris

3d•$70,000 - $90,000•Remote

About The Position

As we grow our customer base and deepen our commitment to retention, we are hiring a Customer Success Representative to serve as a dedicated point of contact for a portfolio of accounts. This role is focused on building strong, lasting customer relationships that drive renewal and long-term loyalty. You will proactively monitor account health, identify risk signals early, and take action to resolve issues before they become churn. You will serve as the day-to-day voice of the customer internally, sharing insights and feedback that help shape how we support and serve our accounts. This is a high-ownership role for someone who takes pride in their relationships, communicates clearly, and knows how to get things done.

Requirements

4-6 years in a Customer Success, Account Management, or related customer-facing role
Demonstrated ability to manage a book of accounts with a focus on retention and renewal
Experience identifying churn risk and executing strategies to retain customers
Strong organizational skills with the ability to manage multiple accounts and priorities simultaneously
Clear, confident communicator - both written and verbal
Relationship-building and customer empathy
Proactive communication and follow-through
Problem-solving and escalation management
Accountability and ownership mindset
Ability to work cross-functionally and navigate internal teams
Attention to detail with strong CRM hygiene habits

Nice To Haves

Experience in a SaaS or subscription-based business
Familiarity with customer success platforms and CRM tools (e.g., Salesforce)
Exposure to customer health scoring frameworks or lifecycle management programs

Responsibilities

Own a portfolio of accounts with a clear focus on driving retention and renewal outcomes
Monitor customer health signals and proactively reach out to at-risk accounts before issues escalate
Execute renewal motions in partnership with Sales, ensuring timely outreach, contract discussions, and a smooth close process
Identify root causes of dissatisfaction or disengagement and develop account-specific action plans to address them
Build and maintain strong relationships across each account, from day-to-day users to key decision makers
Conduct regular check-ins and business reviews to assess satisfaction, usage, and alignment on goals
Drive product adoption by connecting customers to features and resources that are relevant to their workflows
Recognize and surface expansion opportunities to the Sales team when customers are ready to grow
Serve as the primary point of escalation for customer issues, coordinating with internal teams to drive fast and effective resolution
Navigate difficult conversations with professionalism and a solutions-oriented mindset
Follow up consistently on open issues and keep customers informed throughout the resolution process
Partner with new customers during the onboarding phase to ensure a smooth handoff from Sales and a strong start with the platform
Guide customers through initial setup, key workflows, and early milestones to accelerate time-to-value
Set clear expectations upfront around timelines, success criteria, and what a healthy onboarding looks like
Identify and address adoption gaps early before they create risk further down the renewal cycle
Capture and share customer feedback with Product, Content, and Marketing teams on a regular basis
Identify patterns across accounts and bring forward actionable insights that improve the overall customer experience
Contribute to internal knowledge base articles, playbooks, and best practice documentation based on field learnings