Customer success

About the Customer Success Position

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Success and Renewal Specialist. In this role, you will be responsible for ensuring the success and satisfaction of our customers throughout their lifecycle, while also driving the renewal of their subscriptions.

Responsibilities

• Identify customers’ needs; clarify their information; research their issues; then provide solutions and/or alternatives to solve their problems and ensure they are deriving value from our accounting software.
• Address customer concerns, troubleshoot technical issues, and collaborate with internal teams to ensure timely resolution, leveraging strong problem-solving skills.
• Identify opportunities to upsell and cross-sell additional features, modules, or services that align with customers' evolving needs and contribute to revenue growth.
• Keep accessible, comprehensive records of all conversations in our customer database.
• Actively manage the renewal process for a large number of existing customers, proactively identifying potential renewal risks and taking appropriate actions to mitigate them.
• Track and analyze customer data, call metrics, and key performance indicators to identify trends, improve customer success strategies, and provide regular reports to internal stakeholders.
• Develop strategies and initiatives to ensure high customer satisfaction and retention rates within a high-volume customer base.

Qualifications

• Experience in success, renewals, or support call center is preferred.
• Proven experience in a customer success or account management role within the high volume SaaS industry is a plus.
• Excellent communication and interpersonal skills, with the ability to handle a large number of inbound and outbound calls while maintaining a customer-centric approach.
• Proficiency in CRM software and customer success tools, with experience in call center software preferred.
• Data-driven mindset with the ability to analyze customer data, call metrics, and trends to make data-informed decisions and improve customer success strategies.
• Results-oriented with a focus on achieving customer success metrics, call volume targets, and renewal targets within a high-volume environment.
• Ability to multitask, set priorities, and manage time effectively.