Customer Success Specialist

This is a fully remote position, open to applicants in Sri Lanka.

📋 Description

• Manage the main relationship for a designated customer portfolio

• Foster trusted connections with business proprietors, directors, and operational leaders

• Conduct customer check-ins and Quarterly Business Reviews focused on performance, ROI, and enablement

• Create and uphold Account Success Plans in line with customer business goals

• Cultivate relationships to enhance retention and long-term partnership value

• Discover and develop growth opportunities within current accounts

• Collaborate with Sales and Talent Acquisition on customer requirements and proposals for adding team members

• Contribute to revenue growth through account expansion and enhanced customer value

• Comprehend customers’ business models, commercial priorities, service offerings, and growth ambitions

• Offer advice on workforce planning and offshore optimization

• Track account health, engagement, team performance, and emerging risks

• Aid in pricing, renewals, and discussions for contract extensions

• Coordinate with Talent Acquisition, HR, Performance Coaching, and Operations

• Identify and escalate risks before they impact satisfaction or retention

• Represent customer needs internally and advocate for improvements in processes and service delivery

• Assist with customer onboarding and value realization

• Ensure customers recognize the ROI produced by offshore teams

• Facilitate performance discussions between customers and team members with People & Culture

• Maintain proactive engagement to uncover concerns and mitigate churn risk

⛳️ Requirements

• Over 3 years of experience in Account Management, Channel Management, or Customer Success within IT services, MSP, or B2B professional services

• Background working with MSPs, IT service providers, or technology service organizations

• Strong commercial insight with knowledge of revenue, margins, and business growth factors

• Proven track record of growing existing accounts and identifying expansion opportunities

• Excellent communication and presentation skills suited for executive-level interactions

• Ability to influence stakeholders and build trusted-advisor relationships

• Experience in stakeholder management across multiple internal teams

• Familiarity with conducting QBRs and structured account planning sessions

• Capability to manage multiple customer relationships in a fast-paced setting

• Proficient in using CRM platforms, preferably HubSpot

• Understanding of offshore or distributed workforce models (preferred)

• Experience with MSP platforms such as ConnectWise or Autotask (preferred)

• Exposure to global workforce, outsourcing, or offshore delivery models (preferred)

🏝️ Benefits

• Receive payment in Australian Dollars

• Medical insurance from day one for you and your spouse (or parents if unmarried)

• Comprehensive OPD coverage for everything from doctor visits to all your medical needs

• Home office setup allowance

• Internet allowance

• Gym and wellness allowance

• Regular team events and engagement activities

• Diji Assist mental health and counseling support

• Reimbursement for industry certifications

• Open-door culture

• Flexible work arrangements – home or office, wherever you perform best

• Rewards and recognition programs

• Christmas and financial year-end celebrations