Customer Success Manager – Retention Specialist

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

📋 Description

• Manage the customer relationship for designated accounts through consistent communication, documentation of goals, and creation of customer success plans.

• Acknowledge, investigate, and handle customer requests for cancellation.

• Engage in retention initiatives and assess early termination fees (ETFs) and service level violations (SLVs).

• Process returned equipment and relay outcomes to customers and relevant departments.

• Build trusted advisor relationships while facilitating the adoption of features, workflows, and solutions.

• Comprehend customer business objectives, validate success criteria, and link solutions to measurable value.

• Conduct regular check-ins and Quarterly Business Reviews.

• Track customer health metrics and coordinate actions to enhance adoption, satisfaction, retention, and renewal preparedness.

• Advocate for customer requirements while collaborating with Sales, Support, Product, and Operations teams.

• Identify opportunities for upselling, cross-selling, and expansion in partnership with Sales.

• Oversee renewal readiness activities, including monitoring dates, risks, customer sentiment, and necessary follow-ups.

⛳️ Requirements

• Proven experience in Customer Success, account management, business development, or a similar customer-facing role.

• Excellent communication, relationship-building, organizational, and follow-through abilities.

• Capability to manage multiple customers, priorities, tasks, and commitments with a keen attention to detail.

• Comfort with CRM tools, customer success platforms, Microsoft Office, and customer-facing reporting.

• Data-informed mindset regarding customer health, retention risks, adoption, customer objectives, and account planning.

• Familiarity with Salesforce, ChurnZero, HubSpot, or other customer success platforms.

• Bachelor’s degree in Business Administration or equivalent professional experience.

• Experience in SaaS, SCaaS, IoT, smart city, connectivity, or technology sectors; experience in wireless is preferred.

• Sales experience is advantageous.

• Ability to sit and work at a computer for extended periods.

• Proficient in effective communication through email, phone, video, CRM, and collaboration tools.

• Willingness to travel as necessary for customer, sales, project, or business requirements.

🏝️ Benefits

• Reasonable accommodations may be made to assist individuals with disabilities in fulfilling the essential functions of the role.

• Ability to travel as needed for customer, sales, project, or business requirements.

• Standard workday with potential support across different time zones.