Customer Success Specialist

Job Summary

Supporting mid-market enterprise platforms, the full-time remote Customer Success Specialist will drive customer retention, health, and feature adoption across a scaled portfolio while engaging in consultative discovery and managing risk mitigation efforts.

Key responsibilities

• Monitor account health scores and feature usage trends to ensure portfolio success and intervene when necessary
• Engage customers in consultative conversations to diagnose workflow issues and align platform capabilities with business goals
• Identify churn signals and lead retention discussions while coordinating with cross-functional teams to resolve complex customer issues

Required qualifications

• 2+ years of experience in Customer Success, account management, or a consultative role supporting B2B SaaS platforms
• Demonstrated experience managing a customer portfolio with an understanding of retention KPIs and engagement strategies
• Consultative skills to diagnose workflow friction and enhance product adoption
• Ability to recognize early churn signals and execute proactive retention plans
• Clear communication skills to simplify software complexities and manage sensitive retention conversations