Customer Success Advocate

The Customer Success Advocate serves as the primary point of contact for RoadRunner’s customers. This role ensures customer retention, loyalty, and growth opportunities by addressing satisfaction and improving areas of dissatisfaction. The position involves managing multiple projects simultaneously and acting as a bridge between customers and internal departments.

Primary Duties (Time Allocation):

• 50% – Oversee and resolve customer health issues across supporting areas. Collaborate cross-functionally to develop strategies and intervention plans for at-risk clients, including direct involvement in stabilizing and saving client relationships.
• 35% – Lead customer expansion and margin opportunities (e.g., SWAP/diversion/optimization/new opportunities). Act as the quarterback for internal teams to ensure smooth and timely transitions, including presenting strategy quotes/estimates, gaining customer approval, coordinating resources, tracking progress, and addressing issues.
• 15% – Handle customer retention risk and off-boarding activities.

Organizational Relationship:

• Reports to: Customer Success Manager
• Direct reports: None
• Interacts with: Customers, Operations teams, Finance team, Customer Success Representatives, Sales

Skills and Experience:

• Ability to thrive in ambiguity and make sound decisions with incomplete information.
• 2–3 years of experience in a corporate customer service setting.
• Proficient in learning new software and systems.
• Passionate about achieving business results with a strong sense of accountability, metrics, and ownership.
• Strategic thinker with tactical execution skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple projects, multitask, and prioritize conflicting assignments with minimal supervision.
• Proven ability to organize priorities and adapt to evolving business needs.
• Strong analytical and problem-solving skills with timely decision-making.

Education:

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

Core Values:

• Trust – Confidence in the team and integrity in actions.
• Care personally about each other – Show compassion, empathy, and open-mindedness.
• Be Passionate – Love what you do and what RoadRunner does.
• Embrace challenge – View obstacles as opportunities for growth.
• Be Humble – Stay grounded, seek feedback, and remain curious.
• Be Accountable – Take ownership, be reliable, and proactive.