Customer Success Specialist [2644-128605]

Company Overview

The company is a specialist agency that provides outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with a variety of companies, providing valuable technical, operational, and back-office support. We have a large team of skilled and passionate professionals who are committed to delivering high-quality work for our clients.

Position Overview

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.

Work Configuration & Benefits

• Work Schedule: Monday to Friday, 10:00 PM to 7:00 AM PHT (8:00 AM to 5:00 PM CST). Absolute adherence to scheduled hours is required.
• Setup: Fully remote position with a standard 40-hour fixed-schedule work week. Equipment is provided.
• Benefits: HMO coverage and 13th-month pay.
• Culture: A company culture focused on the well-being of its team members, promoting a good work-life balance and a respectful work environment.

Reference: 2644-128605

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.

More Information

• This is a fully remote position with a standard 40-hour fixed-schedule work week.

• The exact work schedule depends on the client that you are assigned to but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important.

• We have a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment.

• Fully remote work arrangement

• HMO

• 13th- month pay

• Equipment provided

• Work Schedule: Mon-Fri, 10pm to 7am PHT or 8am to 5pm CST