Customer Success Specialist

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

📋 Description

• Take ownership and manage a designated book of business, segment, or territory as the primary contact for customers.

• Establish trusted relationships through proactive engagement that aligns with customer objectives and outcomes.

• Promote product adoption and measurable ROI to enhance customer value, retention, and long-term success.

• Oversee renewals and retention efforts while identifying and addressing churn risks.

• Identify and capitalize on upsell, cross-sell, and pricing alignment opportunities in collaboration with Sales.

• Manage Customer Health utilizing the company's methodology and implement success and action plans.

• Facilitate the resolution of customer inquiries, escalations, and administrative requests.

• Represent customer interests by working closely with Support, Services, Finance, Product, and Sales teams.

• Lead and engage in customer success initiatives, including success plans, business reviews, Voice of Customer (VoC) efforts, and engagement strategies.

• Meet targets related to churn, net revenue growth, Annual Recurring Revenue (ARR), adoption, and customer health.

• Contribute to ongoing improvement, learning, and operational excellence.

⛳️ Requirements

• A preferred degree in administration, systems, or accounting fields.

• Over 3 years of experience in B2B Customer Account Management, Customer Success-Sales, or Project Management.

• Background in Software as a Service (SaaS) is advantageous.

• Proficiency in using SAP, Salesforce, and ChurnZero.

• Proven track record in building and nurturing long-term customer relationships.

• Experience in driving account revenue growth.

• Excellent verbal and written communication abilities.

• Strong time management skills.

• High attention to detail.

• Methodical and disciplined approach to problem-solving.

🏝️ Benefits

• Medical, dental, vision, disability, and life insurance coverage.

• Family planning programs provided through Maven Clinic.

• Diabetes management support available through Livongo.

• Comprehensive women's health coverage.

• Support for adult and elder care needs.

• Paid parental leave policy.

• 401(k) plan with matching contributions from the company.

• Paid time off up to 120 hours.

• 13 paid holidays annually, including 3 floating holidays.

• Paid sick leave benefits.

• Opportunities for personal growth and continuous learning.

• Commitment to work-life balance.

• An inclusive and collaborative work environment.