Customer Success Specialist
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Job Description
Customer Success Specialist managing high-volume SaaS account renewals, contracts, and retention for LevelUp’s outsourcing clients. Collaborating with CSMs to improve revenue retention and CRM accuracy.
Responsibilities:
- Own the end-to-end renewal process for assigned high-volume accounts
- Manage contract administration, amendments, billing inquiries, and CRM data integrity
- Assess and execute customer downgrade requests while identifying and escalating retention risks
- Contribute to special projects, customer campaigns, process pilots, and operational programs
- Facilitate customer calls and virtual meetings
- Collaborate daily with Customer Success Managers to provide a unified customer experience
- Support commercial escalations and coordinate with Finance and Legal
- Maintain accurate, real-time renewal dates, contact information, and commercial notes in the CRM
- Identify renewal-process bottlenecks and propose automation or workflow improvements
- Drive performance against NRR, on-time renewal rate, and task completion speed KPIs
Requirements:
- 1-2 years of experience in a customer-facing role such as Account Management, Sales, Support, or Customer Success
- Exceptional written and verbal communication skills
- Ability to manage high-volume email and chat correspondence with a professional executive presence
- Experience in retention and escalations
- Comfortable holding live customer calls
- Absolute adherence to scheduled hours (North America Central Time)
- Prior Customer Success experience is highly preferred
- Background in a B2B SaaS or tech environment is a plus
- Experience using CRM tools like Salesforce and CS platforms such as Gainsight
- Proficient in Google Suite
Benefits:
- Fully remote work arrangement
- HMO coverage
- 13th-month pay
- Equipment provided
- Standard 40-hour fixed-schedule work week
- Good work-life balance
- Respectful work environment
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