Customer Success Specialist

📋 Description

• Own end-to-end renewal for high-volume accounts, ensuring timely renewals and strong GRR.
• Manage admin of customer relationships: amendments, billing inquiries, CRM data integrity.
• Assess and process downgrade requests per policy, escalating retention risks.
• Contribute to retention-focused projects and customer-facing initiatives.
• Facilitate calls and virtual meetings to support commercial execution and needs.
• Collaborate with a team of CSMs to deliver a unified customer experience.

🎯 Requirements

• 1–2 years in a customer-facing role (Account Mgmt/Sales/Support/CS) in B2B SaaS.
• Experience with Salesforce and Gainsight.
• Proficient in Google Suite.
• Strong written/verbal communication with ability to handle high-volume email/chat.
• Experience in customer retention, handling escalations, and live calls.
• Owns commercial outcomes with attention to detail.

🎁 Benefits

• This is a fully remote position with a standard 40-hour fixed-schedule work week.
• The exact work schedule depends on the client and may be afternoon or night.
• Culture focused on well-being, work-life balance, and respectful environment.
• Fully remote work arrangement
• HMO
• 13th month pay