Customer Success Specialist

Veridian Service Partners•Dallas, TX

3d•Onsite

About The Position

This role is the first hire in the customer success function, responsible for handling all post-sale cancellation requests. The specialist will de-escalate customer issues, identify the root cause of cancellations, and build resolution paths to retain projects. This position will also involve proactive outreach to at-risk projects and reporting on save rates and cancellation reasons. As the function grows, the specialist will help build and train a team.

Requirements

3+ years in retention, escalations, or save-desk work in a high-volume environment.
Contact center experience strongly preferred.
Home services or other long-cycle project businesses experience is a plus.
A track record of turning cancellation requests into saves.
Experience working across sales, field operations, and project management to resolve customer issues.
CRM case management proficiency; Salesforce (or i360) strongly preferred.
Comfortable on Five9 or similar phone systems.
Clear, calm, professional communication on difficult calls.
Ability to track every commitment to closure.
Customer Advocate: Fights for the customer while protecting the company's commitments.
Composure Under Pressure: Listens first. De-escalates when emotions run high.
Ownership & Follow-Through: Every open issue is theirs until it's resolved.
Empathy with Accountability: Hears the customer out, then drives to a resolution.
Process Discipline: Documents everything. Works the playbook. Improves it.
Move with Purpose: Respond same day, every time, with a plan for cancellation requests.
Own the Outcome: Accountable for the save and the fix behind it.
Build on Trust: Never promise what we can't deliver. Always deliver what we promise.

Nice To Haves

Home services or other long-cycle project businesses experience.

Responsibilities

Own every post-sale cancellation request in the company.
De-escalate, surface the real objection, and build the resolution path that keeps the project on the books.
Work from a defined menu of resolution options with pre-approved limits.
Process cancellations cleanly when a project cannot be saved, coordinating with finance and operations.
Document the root cause of every cancellation request.
Proactively identify at-risk projects by monitoring signals like stalled schedules or missed appointments and reach out before a cancellation request is made.
Maintain a live view of at-risk projects across all markets, prioritized by revenue at risk.
Notify the project manager before any proactive contact with a customer.
Log every request, contact, disposition, and outcome in i360 (Salesforce).
Report save rate, retained revenue, and cancellation reasons to leadership weekly.
Provide insights to leadership on why customers attempt to cancel and what can be done to improve the customer experience upstream.