Customer Success Advocate

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for RoadRunner’s clientele.

• Foster customer retention, loyalty, and opportunities for growth.

• Guarantee overall customer satisfaction while addressing areas needing improvement.

• Oversee multiple projects concurrently.

• Serve as a liaison between clients and internal operational divisions.

• Monitor customer health and coordinate resolutions across support teams.

• Collaborate across departments to create customer-health strategies and intervention plans.

• Engage directly in efforts to stabilize and salvage at-risk client accounts.

• Drive customer expansion and margin enhancement efforts, including SWAP, diversion, optimization, and exploring new opportunities.

• Synchronize internal RoadRunner teams to facilitate seamless and timely transitions.

• Present strategy quotes and estimates, securing customer approval.

• Align resources and teams, manage timelines, communicate progress and milestones, and track execution and issues.

• Conduct customer-retention risk assessments and off-boarding procedures.

• Report to the Customer Success Manager while engaging with customers, Operations, Finance, Customer Success Representatives, and Sales.

⛳️ Requirements

• Applicants must have authorization to work for any employer in the U.S.

• The employer is unable to sponsor or assume sponsorship of an employment visa.

• 2–3 years of experience in a corporate customer service environment.

• Ability to acquire knowledge of new software and systems.

• Comfort with uncertainty and capability to make sound decisions using strong judgment skills.

• A strong drive for business results and quality, demonstrating accountability, metrics, and ownership.

• Proficient in strategic thinking with a keen eye for tactical details.

• Excellent verbal and written communication abilities.

• Proficient in managing multiple projects, multitasking, and prioritizing conflicting assignments with minimal supervision.

• Capable of organizing and managing numerous priorities while swiftly adapting to changing business demands.

• Strong analytical and problem-solving capabilities.

• Timely and effective decision-making skills.

• Bachelor’s Degree OR a minimum of 3 years of experience in a Customer Success B2B role.

• Candidates may reside anywhere in the U.S., except for Alaska, Delaware, Hawaii, Kansas, Louisiana, Maine, Montana, Nebraska, Nevada, New Mexico, North Dakota, South Dakota, Vermont, Wyoming, and Puerto Rico.

🏝️ Benefits

• 5% annual discretionary bonus

• Full-time non-exempt employment

• Remote work arrangement

• 8:30am–5:30pm EST work schedule

• 0% travel required