Customer Success Specialist

Are you the next Customer Success Specialist we are looking for?

We’re a nimble, fast-growing software company dedicated to helping small and mid-sized businesses streamline operations and drive growth through our quote and proposal software. Our platform delivers enterprise-level capabilities with an intuitive, powerful design that makes it accessible to companies of every size.

We’re looking for a Customer Success Specialist with a strong focus on customer retention, someone who is deeply committed to building long-term relationships, ensuring customers consistently realize value, and keeping our customers successful (and loyal) over time. In this role, customer satisfaction, adoption, and renewal success come first, supported by proactive engagement and a genuine passion for helping customers thrive.

Job Summary:

• Serve as the customer retention specialist for all existing QuoteWerks customers
• Own renewal outcomes by ensuring customers clearly see and experience the value of QuoteWerks leading up to renewal
• Exceed assigned retention and renewal goals by building strong, multi-threaded relationships within customer organizations
• Monitor customer health metrics, usage patterns, and engagement signals to proactively identify and address at-risk accounts
• Develop and execute targeted retention strategies for customers showing signs of churn risk
• Gain a deep understanding of the QuoteWerks software and products
• Ensure customers are taking advantage of the full range of QuoteWerks products and features, and identify opportunities where other QuoteWerks products may meet their needs
• Provide customers with proactive information on optimizing the use of QuoteWerks

Main Responsibilities:

• Become the primary point of contact for optimization and usage of QuoteWerks
• Exceed assigned retention goals by cultivating relationships with stakeholders across assigned accounts
• Monitor customer health metrics and proactively identify at-risk accounts, developing and executing retention strategies
• Gather customer usage data relevant for product development and enhancements.
• Provide guidance and best practices to help customers maximize their use of product features and functionalities
• Generate QuoteWerks revenue through upsell and cross-sell opportunities 
• Ensure customers see the value of QuoteWerks products for a seamless renewal contracting process
• Collaborate with Sales, Product, and other internal departments to ensure renewals and potential new revenue opportunities are actioned

• Work with internal teams to advocate for customer needs, provide feedback, and contribute to continuous product and process improvement

About our ideal candidate:

Relevant Work Experience

• 2-3 years of experience in customer/client success, account management, or a similar customer-facing role (SaaS, technology, and CRM experience strongly preferred)
• 2-3 years of experience in a B2B environment (again, SaaS experience is a plus)
• Tech-savvy individual with the ability to explain complex concepts in a user-friendly way
• Prior experience managing and optimizing a portfolio of customers
• Demonstrated experience in a call-heavy outbound call center environment (40+ calls per day)

Skills

• Computing: Proficiency with MS Office Suite applications and GSuite applications. 
• Language: Proficiency in English
• Specific Knowledge: Familiarity with CRM or accounting software is a plus
• Other:
  • Ability to build rapport quickly and establish credibility with diverse customer stakeholders
  • Ability to complete multiple tasks concurrently and deliver results under pressure
  • Experience achieving customer objectives and company financial objectives through understanding customer needs 
  • Excellent problem-solving and troubleshooting skills – able to define problems, collect data, establish facts, and draw conclusions
  • Strong business and people skills, including planning, presentation and sales 
  • Effective communication skills; able to interface with all levels and departments on a formal, informal, written, and verbal basis
  • Excellent organizational skills and attention to detail, with the ability to manage multiple customer accounts simultaneously
  • Self-motivated, goal-oriented, and able to work in a team environment
  • Empathetic and patient, with a strong ability to listen and understand customer perspectives

What we can offer you:

• Base salary plus quarterly bonus opportunities
• Medical/Dental/Vision benefits
• 401(k) with company matching
• Paid time off and company holidays

Why you’ll love working here:

• Small team, big impact - your work will directly shape the customer experience and company growth
• Collaborative, supportive culture where your voice matters
• Company perks like Free Friday lunches, free drinks and snacks, regular staff outings, annual holiday party and periodic initiatives like Wellness Week help to foster a strong work-life balance