Customer Success Specialist

The Customer Success Specialist is a key member of our team, responsible for managing the commercial execution and retention of high-volume accounts. This role focuses on the end-to-end renewal process, contract administration, and fostering strong customer relationships to ensure high revenue retention.

Working in North America Central Time, the specialist will collaborate closely with Customer Success Managers (CSMs) to provide a unified and exceptional customer experience. This position requires a proactive, agile, and highly accountable individual who thrives in a collaborative, fast-paced environment and is committed to maintaining impeccable data integrity and driving performance against key metrics.

Key Responsibilities

• Renewal Management: Own the end-to-end renewal process for assigned high-volume accounts, ensuring timely contract execution and maintaining high Gross Revenue Retention (GRR).
• Contract Administration: Manage the administrative side of the customer relationship, including processing amendments, handling billing inquiries, and ensuring CRM data integrity.
• Downgrade Management: Assess, process, and accurately execute customer downgrade requests in alignment with policy, ensuring retention risks are identified, properly documented, and addressed through appropriate internal escalation or value-based conversations.
• Special Projects & Initiatives: Contribute to special projects and customer-facing initiatives such as targeted customer campaigns, process pilots, or operational programs designed to support retention, efficiency, and evolving business priorities.
• Live Customer Engagement: Facilitate customer calls and virtual meetings to support commercial execution and address customer needs as part of the renewal and retention lifecycle.
• CSM Partnership: Work daily with a team of CSMs to provide a unified experience. The CSM team will focus on adoption and value programs.
• Escalation Support: Act as the first line of defense for commercial escalations within the squad, coordinating with Finance and Legal to resolve obstacles to renewal.
• Data Integrity: Maintain a high bar for CRM hygiene. Ensure all renewal dates, contact information, and commercial notes are updated in real-time to support accurate executive forecasting.
• Process Improvement: Actively identify bottlenecks in the high-volume renewal process and propose automation or workflow changes to increase the squad's efficiency.
• KPI Performance: Drive relentless execution against team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed.

Qualifications

• Experience: 1-2 years of experience in a customer-facing role such as Account Management, Sales, Support, or Customer Success.
• Communication: Exceptional written and verbal communication skills; ability to manage high-volume email and chat correspondence with a professional executive presence.
• Key Skills: Experience in retention and escalations; comfortable holding live customer calls.
• Reliability: Absolute adherence to scheduled hours (North America Central Time).
• Preferred Experience: Prior Customer Success experience is highly preferred.
• Industry Knowledge: Background in a B2B SaaS or tech environment is a plus.
• Tools: Experience using CRM tools like Salesforce and CS platforms such as Gainsight; proficient in Google Suite.