Customer Success Specialist

Service Express, Inc•Grand Rapids, MI

47d•$24 - $29•Hybrid

About The Position

This position is hybrid, meaning being in our Grand Rapids office 3 days a week and remote the other 2 days. At Service Express, people are the heart of what we do - our customers, our teammates, and our community. As we continue to grow, we're looking for a Customer Success Specialist who's not only great at managing details behind the scenes but also enjoys getting in front of customers to build strong, lasting relationships. In this position, you'll serve as a key connection point between our customers and internal teams. You'll ensure renewals, contracts, and billing run seamlessly while helping customers feel supported and valued every step of the way. If you thrive on creating smooth processes, solving problems before they arise, and partnering with both customers and sales teams to deliver an exceptional experience, this could be a great fit for you!

Requirements

2+ years of experience in customer success, contract management, or sales support
Comfortable communicating directly with customers and successfully navigating "grey areas" to find workable solutions
Ability to stay organized, manage multiple priorities, and adapt within fast-paced environment
Proficiency with Microsoft Office; Salesforce experience is a plus
Collaborative mindset with a willingness to support teammates and customers alike

Nice To Haves

Experience in a technology or service-based company ideal but not required
Salesforce experience is a plus

Responsibilities

Partner with Account Executives to manage customer renewals, proactively engaging 120-150 days before contract expiration.
Build and maintain customer relationships to drive satisfaction and retention.
Generate and finalize contracts, quotes, and renewals through Salesforce and internal systems.
Ensure accurate and timely updates to customer records and billing details.
Support the Sales Team with contract and billing questions, large requests, and customer reporting.
Coordinate with internal teams (such as Service, Contracts, Billing, and Technical) to resolve customer questions and ensure a smooth experience.
Gather purchase orders and manage invoicing timelines to prevent disruptions in service.
Contribute ideas to improve processes and enhance customer experience.
Participate in regular team meetings, sharing insights, and supporting a culture of collaboration and growth.