Customer Success Specialist
About The Position
The Customer Success Specialist is responsible for driving engagement, retention, and revenue growth across an assigned book of business, customer segment, or territory. This role proactively manages the customer lifecycle—from onboarding through renewal—ensuring customers achieve measurable value and strong ROI from their investment. The Customer Success Specialist partners cross-functionally with Sales, Support, Services, Finance, and Product teams to deliver seamless customer experience, reduce churn, and identify opportunities for expansion through upsell, cross-sell, and contract optimization. Success in this role is measured by customer health, retention, net revenue growth, and long-term relationship strength.
Requirements
- 3+ years’ experience in B2B Customer Account Management / Customer Success-Sales or Project Management.
- Experience in a SaaS background.
- Experience using SAP, Salesforce and Churn Zero.
- Driving customer value from product.
- Experience building and growing long-term customer relationships.
- Passionate customer service orientation with extensive experience in managing multiple stakeholders.
- Experience in account revenue growth.
- Excellent verbal and written communication skills.
- Strong time management skills.
- High level of attention to detail.
- Methodical and disciplined approach to problem solving.
Nice To Haves
- Preferred degree in administration, systems, or accounting fields.
Responsibilities
- Own and manage an assigned book of business, segment, or territory, serving as the primary point of contact across the customer lifecycle.
- Build strong, trusted relationships through proactive engagement and alignment to customer goals and outcomes.
- Drive product adoption and measurable ROI to maximize customer value, retention, and long-term success.
- Manage renewals and retention activities, proactively identifying and mitigating churn risk.
- Identify and execute expansion opportunities through upsell, cross-sell, and pricing alignment in partnership with Sales.
- Own and actively manage Customer Health using the company’s methodology, developing and executing success and action plans as needed.
- Coordinate timely resolution of customer inquiries, escalations, and administrative requests, ensuring a consistent and positive experience.
- Advocate for customers internally by collaborating with Support, Services, Finance, Product, and Sales teams.
- Lead and participate in customer success initiatives and programs (e.g., success plans, business reviews, VoC, and engagement initiatives).
- Achieve individual and company targets related to churn, net revenue growth, ARR, adoption, and customer health.
- Contribute to continuous improvement through collaboration, learning, and operational excellence.
Benefits
- We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance.
- With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more.
- We also offer paid time off up to 120 hours, 12 paid holidays (including 3 floating holidays) per year and paid sick leave.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
