Customer Success Specialist [2622-302609]

Responsibilities

Commercial Execution & Retention
• Renewal Management: Own the end-to-end renewal process for assigned high-volume accounts, ensuring timely contract execution and maintaining high Gross Revenue Retention (GRR).
• Contract Administration: Manage the administrative side of the customer relationship, including processing amendments, handling billing inquiries, and ensuring CRM data integrity.
• Downgrade Management: Assess, process, and accurately execute customer downgrade requests in alignment with policy, ensuring retention risks are identified, properly documented, and addressed through appropriate internal escalation or value- based conversations.
• Special Projects & Initiatives: Contribute to special projects and customer-facing initiatives such as targeted customer campaigns, process pilots, or operational programs that are designed to support retention, efficiency, and evolving business priorities.
• Live Customer Engagement: Facilitate customer calls and virtual meetings to support commercial execution and address customer needs as part of the renewal and retention lifecycle.
 
Team Collaboration & Support  
• CSM Partnership: Work daily with a team of CSMs to provide a unified experience. The CSM team will focus on adoption and value programs
• Escalation Support: Act as the first line of defense for commercial escalations within the squad, coordinating with Finance and Legal to resolve obstacles to renewal.
 
Operational Excellence & Accountability
Data Integrity: Maintain a "high bar" for CRM hygiene. Ensure all renewal dates, contact information, and commercial notes are updated in real-time to support accurate executive forecasting.
Process Improvement: Actively identify bottlenecks in the high-volume renewal process and propose automation or workflow changes to increase the squad's efficiency.
KPI Performance: Drive relentless execution against team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed.

Must-Haves (Required Qualifications)

• 1 to 2 years of proven experience in a customer-facing role, such as Account Management, Sales, Support, or Customer Success.
• Demonstrated expertise in handling customer retention and managing escalations.
• Strong comfort level and confidence in conducting live customer calls and virtual meetings.
• Exceptional written and verbal English communication skills, with the ability to manage high-volume email and chat correspondence displaying professional "Executive Presence."
• Strict adherence to scheduled working hours aligned with North America Central Time.
• A proactive, can-do attitude combined with a strong team-oriented, supportive approach.
• Genuine passion for problem-solving, customer experience, continuous learning, and self-improvement.

Nice-to-Haves (Preferred Qualifications)

• Domain Experience: Direct experience in Customer Success within a B2B SaaS or tech environment.
• Tool Proficiency: Hands-on experience with CRM tools (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight).
• Proficiency in Google Workspace (G Suite).

More Information

• This is a fully remote position with a standard 40-hour fixed-schedule work week.
• The exact work schedule depends on the client that you are assigned to, but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important.
• We have a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment.
• Equipment provided
• 13th month pay
• HMO