Customer Success Specialist
Core
Manage commercial execution and retention for high-volume B2B SaaS accounts, owning the end-to-end renewal process and contract administration.
Role type
Customer Success Specialist (Commercial/Retention focus)
Builds
Revenue retention and contract lifecycle management for high-volume accounts
Domain
B2B SaaS / Tech
Required skills
Contract administration, CRM data integrity, live customer calls, retention management, escalation handling, process improvement, KPI execution
Preferred skills
Prior Customer Success experience, B2B SaaS background, Salesforce, Gainsight
Technologies
Salesforce, Gainsight, Google Suite
Responsibilities
Own end-to-end renewal process for high-volume accounts; Manage contract amendments and billing inquiries; Process and execute customer downgrade requests; Facilitate live customer calls and virtual meetings; Act as first line of defense for commercial escalations; Maintain CRM data hygiene; Identify process bottlenecks and propose automation; Drive execution against Net Revenue Retention and On-Time Renewal Rate KPIs
Seniority
Junior to Mid-level, hands-on IC