Customer Success Specialist

TITLE: Customer Success Specialist

LOCATION: Remote

DEPARTMENT: Operations

REPORTS TO: Supervisor, Customer Success

PERCENTAGE OF TRAVEL: 0% 

 POSITION SUMMARY: 

Broadvoice is looking for a Customer Success Specialist to become an integral part of our dynamic team. In this role, you will work closely with customers to ensure they are taking advantage of all applicable product capabilities and help to resolve any potential issue or risk. We are looking for a candidate who is not just equipped with the necessary skills, but who is passionate about helping customers achieve their goals and gain operational efficiency. By monitoring health of the customer relationship, the CSS will predict and navigate customer challenges and offer solutions that drive satisfaction, retention, and additional enrichment opportunities.

YOUR DAY-TO-DAY: 

• Work closely with our customers to understand their business need and ensure they’re able to gain value from our products.
• Manage and work cases that come into the Customer Success Queue.
• Handle contract renewals for customers.
• Deploy reactive retention activities as needed for at risk customers.
• Conduct proactive health reviews and outreach to at risk customers to mitigate risk.
• Handle incoming customer questions regarding their account and contract and assist with changes as needed.
• Work cross-functionally to ensure customer needs are met timely.

WHAT YOU BRING TO THE TEAM: 

• 1-3 years’ experience in driving successful solution-oriented client engagement.
• Experience handling difficult internal and external business challenges and delivering exceptional service resulting in high client retention.
• Experience in Unified Communications as a Service (UCaaS) or other comparable telephony industry (ex: Contact Center as a Service (CCaaS) preferred.
• Experience managing projects with multiple stakeholders and systems, occasionally globally, as well as working within tight project and client timelines and resources.
• Ability to navigate business processes and quickly understand customers business structures and needs, articulate, and demonstrate what is required for successful delivery of customer expectations.
• The ability to work in a high-energy, fast-paced environment, collaborating with other departments to achieve strong results.
• A high degree of autonomy, organization, ability to prioritize, proficiently leverage internal systems.
• Proficiency with technology in products such as Microsoft Office Suite (Word, Excel, PowerPoint) and the ability to produce professional customer presentations, reports, and analysis and recommendations.
• Experience with CRM systems (Salesforce, Rev.io, etc.)

At Broadvoice, we believe in more than just work. We’re committed to creating an environment where you can grow, learn, and make an impact while enjoying a balanced and fulfilling life. At Broadvoice, you’re not just joining a company, you’re joining a place where our success is your success, and your potential has no limits.

Whether you’re interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship.

We know life happens outside of work. Our remote-first approach and focus on work-life harmony let you thrive in all areas of your life.

Be part of a team that values diversity, inclusion, and a sense of belonging—where your contributions make a real difference.

With us, your ideas are heard and your work is meaningful. As a member of our team, you’ll play a central role in building a more reliable and process-oriented infrastructure for Broadvoice’s future.

Are you ready to join a passionate and talented team to build the future of Broadvoice? If you’re a strategic thinker, a collaborative leader, and have a talent for driving impactful results, we’d love to meet you! Apply now to become part of a forward-thinking company that’s growing and empowering its people across all roles and departments.