Customer Success Specialist

				Overview:

The Customer Success Specialist (CSS) is a key customer-facing role responsible for managing the software renewal process and ensuring customer satisfaction with our products and services.          

Responsibilities:

* Own the renewal process, ensuring timely and accurate execution.
* Monitor new customer onboarding and maintain account health during the subscription lifecycle.
* Establish a trusted and strategic advisor relationship and drive continued value of our products and services.
* Identify and pursue cross-sell and up-sell opportunities during the renewal process.
* Develop a comprehensive understanding of typical business challenges faced by customers to map software solutions and associated benefits.
* Handle escalations and collaborate with teams to resolve at-risk customer issues.
* Use Microsoft Dynamics CRM to document all customer interactions and renewal opportunities.
* Maintain customer success metrics and data as directed.

Qualifications:

* Bachelor's Degree or equivalent work experience, with at least one year in customer success, account management, or B2B sales.
* Proven ability to increase customer satisfaction, adoption, and retention.
* Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint).
* Experience in a SaaS environment.
* Familiarity with engagement platforms like Outreach or HubSpot is a plus.
			

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