Customer Success Specialist

Pagefreezer

About The Position

Pagefreezer is hiring a Customer Success Specialist to build customer relationships, promote adoption and satisfaction, and support account retention and revenue growth. Pagefreezer provides solutions that automatically archive websites, social media, mobile text messages, and enterprise collaboration platforms, helping organizations manage compliance and litigation and create defensible records of online data. The role involves understanding customer goals, helping customers realize value from Pagefreezer’s solutions, identifying opportunities to expand accounts, and managing renewals. The specialist works with customers and internal teams to address concerns, mitigate churn risks, and improve customer outcomes. They also maintain CRM records, use established sales tools and playbooks, stay informed about the company’s products and the industry, and contribute to collaborative, continuous improvement across the organization. Travel may be required as needed.

Requirements

Alignment with Pagefreezer’s core values.
Proven success in a SaaS B2B account management role with responsibility for strategic revenue retention and growth.
Ability to deliver a positive customer experience while meeting or exceeding quotas.
Comfort working in IT environments and using software tools.
Familiarity with CRMs such as HubSpot, LinkedIn, and Zoom.
Strong problem-solving skills and ability to develop solutions and improve processes independently.
Adaptability to customer needs, with strong communication and presentation skills across live, phone, written, and online formats.
Skill in leading renewals and renegotiations toward mutually beneficial outcomes.
Ability to strategize account management, identify opportunities, and close deals confidently.
Quick learner with a positive attitude toward challenges; open to coaching and feedback and committed to continuous improvement.
Self-motivated and competitive, with motivation to learn, grow, and achieve success.
Ability to independently prioritize projects and opportunities based on manager guidance.

Nice To Haves

Familiarity with legal, compliance, or records management technologies.

Responsibilities

Build and nurture customer relationships to support trust, engagement, satisfaction, retention, and shared success.
Understand account goals and priorities and help customers maximize their investment and achieve their objectives.
Identify and present solutions that address customer needs; conduct regular check-ins to review progress, gather feedback, and address concerns.
Advocate for customers internally by sharing feedback, escalating issues, and collaborating with internal teams to resolve concerns promptly.
Develop customer success plans and apply best practices and usage strategies to improve satisfaction and solution effectiveness.
Monitor account health metrics, identify churn risks, and address concerns to support customer retention.
Drive revenue growth through product adoption, upsell and cross-sell opportunities, and renewals, including demonstrating value, negotiating contracts, and processing payments on time.
Nurture accounts to meet revenue, pipeline, and retention targets using established tools, processes, and playbooks.
Research customer needs, market trends, and competitive dynamics to inform sales efforts.
Record sales activities, including meetings, demos, closed deals, and follow-ups, in CRM tools to support forecasting and team collaboration.
Participate in training and stay current on product releases, services, company initiatives, and strategic plans.
Promote a values-driven, safe, respectful, diverse, equitable, and inclusive work environment.
Apply feedback, coaching, and analytics to support performance, growth, and continuous improvement.
Collaborate with colleagues to align objectives, meet organizational goals, share documentation and knowledge, support projects, and communicate progress and outcomes.
Follow organizational policies, legal requirements, and information security standards as directed by company teams and leadership.
Identify and suggest improvements to workflows, tools, policies, and processes while aligning with operational goals.
Stay informed about industry trends, market conditions, regulatory changes, and best practices, adapting strategies as appropriate.
Travel as needed to represent the organization, support team initiatives, and maintain alignment across departments.