Customer Success Specialist

Job Description:

As a Customer Success Specialist, you'll be responsible for using scale techniques to handle a large portfolio of customer contracts and drive value-based conversations throughout the customer lifecycle. You'll focus on supporting, managing, and closing renewal transactions while collaborating across Revenue and Success, Marketing, and Legal teams to improve renewal forecasts and identify upsell opportunities. When expansion opportunities arise, you'll partner closely with Account Executives to ensure the right resources are engaged to grow customer accounts.

Who you're committed to being:

• A proactive relationship-builder who puts the customer's success at the center of every conversation.
• A data-driven professional who thrives in managing a high-volume portfolio while maintaining attention to detail and quality.
• A collaborative teammate who works effectively across functions to deliver customer and company goals.
• A results-oriented individual who finds creative, scalable ways to mitigate risk and drive renewals.
• A clear, confident communicator who's comfortable leading conversations via email, phone, and virtual meetings.

• Manage the complete customer lifecycle, including forecasting, opportunity management, quoting, agreement negotiations, and order creation and submission.
• Engage proactively with Revenue and Customer Success counterparts to identify and mitigate risks within your customer base, often using digital or data-driven strategies.
• Partner effectively and cross-functionally with Sales Account Executives to support expansion opportunities and ensure customers receive the best possible experience.
• Collaborate with internal teams to improve renewal processes, forecasting accuracy, and customer outcomes.

• Proven experience renewing customers and identifying expansion opportunities.
• Background in business development, sales, or scaled customer success environments.
• Track record of success managing a high-volume portfolio using data insights to improve efficiency.
• Strong communication and organizational skills across multiple channels (email, phone, webinars, and virtual meetings).
• Business acumen and analytical ability to address customer situations and drive measurable results.
• Willingness to travel up to 10%.

• B2B SaaS experience; familiarity with SaaS renewal motion
• Requires a minimum of 2 years of related or equivalent experience; a Bachelor's degree, or an advanced degree without experience.
• This is a remote role; however, applicants located within 45 miles of our Westlake/Dallas, TX office should expect to work on-site Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This approach enables more effective collaboration, quicker decision-making, and a stronger culture, while still providing flexibility.
• Travel: Travel expectations differ by role. Some quota-bearing sales positions involve limited travel, while others may involve travel of up to 40%, depending on business needs.

• We're a blended workplace, where team members work remotely or in a hybrid setup depending on their role and location
• We're mission driven and guided by our culture pillars
• We have a strong commitment to diversity and belonging
• We cultivate a culture of trust, autonomy, and collaboration
• We're lifelong learners and champion team member growth and advancement
• We've got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO, wellness reimbursements, Pluralsight subscription, professional development funds and more.