Customer Success Specialist
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Job Description
Customer Success Specialist building SaaS customer relationships and driving renewals, adoption, and revenue growth. Supporting Pagefreezer’s online archiving solutions for compliance and litigation.
Responsibilities:
- Build and nurture customer relationships to foster trust, engagement, satisfaction, retention, and joint success
- Understand account goals and priorities so customers maximize their investment and achieve objectives
- Identify and pitch solutions addressing customer needs
- Facilitate regular customer check-ins, gather feedback, and address concerns
- Advocate for customers internally by sharing feedback, escalating issues, and collaborating with internal teams
- Develop success plans and apply usage strategies to enhance customer satisfaction and solution efficacy
- Monitor account health metrics, identify churn risks, and support customer retention
- Drive revenue growth through product adoption, upsell and cross-sell opportunities, and renewals
- Demonstrate value, negotiate contracts, and support timely payment processing
- Nurture accounts to achieve revenue, pipeline, and retention targets
- Research customer needs, market trends, and competitive dynamics to drive sales success
- Maintain detailed sales activity records in CRM tools to support forecasting and collaboration
- Participate in training and stay current with product releases and company initiatives
- Collaborate with team members on objectives, organizational goals, documentation, knowledge sharing, projects, and progress updates
- Follow organizational policies, legal requirements, and information security standards
- Suggest workflow, tool, policy, and process improvements
- Monitor industry trends, market conditions, regulatory changes, and best practices
- Travel as needed to represent the organization and support team initiatives
Requirements:
- Proven success in a SaaS B2B account management role, responsible for strategic revenue retention and growth
- Able to deliver a positive customer experience while meeting or exceeding quotas
- Comfortable working in IT environments and using software tools
- Familiarity with CRMs such as HubSpot, LinkedIn, and Zoom
- Familiarity with legal, compliance, or records management technologies is a bonus
- Strong problem-solving skills and ability to build solutions and improve processes independently
- Adaptable to customer needs, with strong communication and presentation skills across live, phone, written, and online formats
- Skilled at leading renewals and renegotiations to mutually beneficial outcomes
- Able to strategize account management, identify opportunities, and close deals confidently
- Quick learner with a positive attitude towards challenges
- Open to coaching and feedback, continuously seeking to improve
- Self-motivated and competitive, motivated to learn, grow, and achieve success
- Capable of independently prioritizing projects and opportunities based on manager guidance
- Alignment with Pagefreezer's Core Values
Benefits:
- Travel as needed to represent the organization, support team initiatives, and maintain alignment across departments
- Participation in training programs
- Coaching and feedback to support continuous improvement
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