Customer Success Specialist
New
J
JDA TSGB2B SaaS
Remote (US)Full-TimeJunior
Salary$72,500 - $78,000 per year +10% Performance Bonus
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Job Details
- Experience
- 2+ years of experience in a relationship-first Customer Success, account management, or consultative role supporting B2B SaaS platforms.
- Required Skills
- Customer SuccessAccount Management
Requirements
- Have 2+ years of experience in Customer Success, account management, or a consultative role supporting B2B SaaS platforms.
- Have experience managing a customer portfolio.
- Understand retention KPIs, engagement cadences, and priority management.
- Use consultative discovery to diagnose workflow friction rather than defaulting to quick ticket resolution.
- Influence customer behavior and remove feature adoption barriers.
- Connect ongoing platform usage to client value.
- Recognize churn or customer health decay signals from usage data and execute proactive retention plans.
- Communicate clearly and credibly about software complexity and sensitive retention issues.
- Use customer usage data, account value metrics, and health scores to prioritize work across a large account base.
- Apply commercial judgment to identify organic expansion and feature-attach opportunities.
Responsibilities
- Monitor automated account briefs, health score signals, and 30/60/90-day feature usage trends across a shared portfolio.
- Intervene when usage declines or incoming inquiries require action.
- Conduct consultative conversations to diagnose root-cause workflow friction and remove product adoption barriers.
- Align platform capabilities with customers’ core business goals.
- Identify early churn signals and lead retention discussions.
- Coordinate with technical support, risk, and enterprise sales leads to resolve complex issues while retaining customer ownership.
- Triage escalations and identify qualified expansion opportunities.
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