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Customer Success Specialist
LevelUp - WordPress Technical Support & Outsourcing. Own the end-to-end renewal process for assigned high-volume accounts .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing the end-to-end renewal process for high-volume accounts, with a strong focus on customer retention, contract administration, and CRM data integrity. Proficient in facilitating customer interactions and collaborating with cross-functional teams to enhance the customer experience.
Highest-signal resume keywords
Customer Success ManagementContract AdministrationCRM Tools (Salesforce, Gainsight)Retention StrategiesExceptional Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Contract AdministrationCustomer RetentionData Integrity ManagementProcess ImprovementKPI Performance Tracking
Soft Skills
Exceptional CommunicationProfessional Executive PresenceCollaborationProblem-Solving
Tools & Technologies
SalesforceGainsightGoogle Suite
Industry Keywords
B2B SaaSCustomer-Facing RoleHigh-Volume AccountsEscalation Management
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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