Customer Success Specialist

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

📋 Description

• Take ownership of and manage a designated book of business, segment, or territory as the primary point of contact throughout the customer lifecycle.

• Establish and nurture trusted relationships through proactive engagement, aligning with customer objectives and outcomes.

• Promote product usage and measurable return on investment (ROI) to enhance customer value, retention, and long-term success.

• Oversee renewal processes and retention initiatives while minimizing churn risk.

• Identify and pursue upsell, cross-sell, and pricing alignment opportunities in collaboration with the Sales team.

• Administer Customer Health using the company’s methodology and formulate success and action plans.

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

• Act as a customer advocate by working closely with Support, Services, Finance, Product, and Sales teams.

• Lead and engage in customer success initiatives, which include success plans, business reviews, Voice of the Customer (VoC) efforts, and engagement programs.

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

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

⛳️ Requirements

• Preferred educational background in administration, systems, or accounting disciplines.

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

• Familiarity with a SaaS environment.

• Proficiency in using SAP, Salesforce, and ChurnZero.

• Proven experience in delivering customer value through products.

• Demonstrated ability to build and cultivate long-term customer relationships.

• Extensive experience in managing multiple stakeholders.

• Experience in driving account revenue growth.

• Exceptional verbal and written communication abilities.

• Strong time management capabilities.

• High attention to detail.

• Methodical and disciplined approach to problem-solving.

🏝️ Benefits

• Comprehensive medical, dental, vision, disability, and life insurance coverage.

• Family planning support through Maven Clinic.

• Diabetes management assistance via Livongo.

• Coverage for women's health issues.

• Support for adult and elder care needs.

• Paid parental leave.

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

• Up to 120 hours of paid time off.

• 13 paid holidays per year, including 3 floating holidays.

• Paid sick leave.

• Opportunities for personal growth and continuous learning.

• Emphasis on work-life balance.

• A collaborative and inclusive work environment.