Customer Success Specialist

Van Meter•Cedar Rapids, IA

About The Position

In support of Van Meter’s purpose of creating value for those we serve, the Customer Success Specialist is accountable for the long-term success, retention, and expansion of assigned customer service relationships, including but not limited to National Account and Rockwell service contracts. This role owns formal customer success planning and serves as the strategic liaison among customers, Account Managers, and internal delivery teams. The Customer Success Specialist is responsible for defining success outcomes, tracking and reporting business impact, driving adoption, leading escalations, and identifying expansion opportunities that enable customer growth and renewal. The position blends strategic advisory skills with proactive engagement and operational coordination, ensuring customers achieve measurable outcomes and realize full value from their service investments over time.

Requirements

Minimum two-year degree or equivalent experience
Customer success, account management, or service-based consulting experience preferred
Strong Microsoft Excel skills required
Experience with ERP/CRM systems (Eclipse preferred)
Ability to analyze data and translate insights into customer recommendations
Industry experience in electrical distribution or industrial services a plus
Customer Success Planning, QBRs & Outcome Reviews
Customer & Contract Issue Management / Escalations
Commercial Opportunity Identification & Renewal Support
Cross-Functional Coordination & Internal Status Meetings
Operational Flex Time (follow-ups, admin, coordination)
Reporting, KPI Tracking & Value Measurement
Enterprise / National Account Program Support (e.g., supplyFORCE)
Competency Development & Training
New Customer Kickoff & Change Adoption Activities
Strong customer advocacy and service orientation
Ability to think strategically while executing operationally
Consultative communication and relationship-building skills
Ability to manage multiple workstreams and competing priorities
Data-driven, outcome-focused mindset
Collaborative, adaptable, and continuous-improvement oriented

Responsibilities

Own documented customer success plans with clearly defined goals, milestones, and KPIs
Establish and maintain trusted, consultative relationships with customer stakeholders
Understand customer business objectives and desired outcomes beyond service utilization
Measure, track, and report customer success based on business impact and outcomes
Lead ongoing success conversations focused on value realization, risk mitigation, and growth
Act as the primary accountability owner for customer success across the service lifecycle
Own overall success strategy for assigned customers, accountable for long-term outcomes and expansion
Define success metrics and KPIs aligned to customer business goals
Track performance against agreed-upon outcomes, not just service usage
Prepare and deliver outcome-based customer business reviews
Use data and insights to proactively identify risks, gaps, and opportunities
Identify upsell and cross-sell opportunities based on customer goals, usage patterns, and outcomes
Translate customer needs into clearly defined commercial opportunities for Account Managers and commercial teams
Partner with sales and commercial stakeholders to support revenue expansion motions
Contribute to renewal and expansion strategy through insight, planning, and customer advocacy
Act as the escalation owner across product, support, engineering, and service teams
Program-manage customer concerns end-to-end from identification through resolution
Coordinate internal stakeholders to ensure timely and effective issue resolution
Communicate status, risks, and outcomes clearly to customers and internal teams
Apply a consulting mindset to help customers adopt new behaviors, processes, and ways of working
Guide customers through change associated with new services, tools, or operating models
Advise customers on best practices that support long-term success and sustainability