Customer Success Specialist

ITW•Troy, MI

5d•Hybrid

About The Position

The Customer Success Specialist is responsible for driving customer retention, renewal execution, and long-term value realization across an assigned book of business or territory. This role supports Hobart Service’s retention strategy by ensuring customers fully realize the value of service offerings through effective onboarding, proactive engagement, risk identification, and disciplined execution of the Customer Success operating model. This position partners closely with Field Operations and Sales to improve retention, net revenue retention, and customer satisfaction. The Customer Success Specialist serves as a key contributor to post-sale engagement, supporting renewals, Quarterly Business Reviews (QBRs), risk mitigation, and the identification of growth, win-back, and referral opportunities.

Requirements

Bachelor’s degree recommended
Minimum of 3–5 years of experience in Customer Success, Account Management, Sales, Service, or a related customer-facing role

Nice To Haves

Experience supporting customer retention, renewals, or recurring revenue models
Experience delivering or supporting Quarterly Business Reviews (QBRs)
Familiarity with CRM-enabled workflows and KPI-driven performance management
Service or contract-based business experience preferred
Commercial food equipment, service, or industrial services experience a plus

Responsibilities

Execute customer onboarding and value realization activities to ensure a strong transition from sale to service
Own ongoing customer engagement through defined Customer Success cadences, including Quarterly Business Reviews (QBRs)
Proactively manage renewal engagement in partnership with Sales and field operations
Identify and mitigate customer risk using defined KPIs and engagement indicators
Drive disciplined execution of the Customer Success operating model across assigned customers
Deliver and document QBRs aligned to customer goals, service performance, and value delivered
Monitor and improve key retention metrics including retention rate, net revenue retention, attrition reduction, and QBR completion
Identify and surface upsell, cross-sell, renewal, win-back, referral, and lead opportunities in alignment with the Sales Playbook
Maintain accurate documentation of customer activity, risk indicators, and outcomes within CRM
Partner cross-functionally to resolve customer issues and escalate risks as needed
Support continuous improvement of customer engagement processes, playbooks, and tools
Other responsibilities or special projects not specifically listed may also be assigned.