Customer Success Specialist
Job purpose:
The Customer Success Specialist manages a portfolio of financial services and SaaS clients, ensuring they gain maximum value from the company’s products.
The role focuses on driving product adoption, retention, renewals, and revenue growth through upselling and cross-selling.
They act as the main point of contact and trusted advisor for customers.
The position also collaborates with internal teams and channels customer feedback to improve products and overall customer experience.
Duties & responsibilities:
- Act as the primary point of contact for assigned accounts.
- Build strong, trust-based relationships with key stakeholders.
- Conduct regular business reviews and strategic check-ins.
- Understand customer goals and align solutions to their business objectives.
- Drive feature adoption and best-practice usage.
- Monitor customer health and proactively mitigate churn risks.
- Identify upselling and cross-selling opportunities.
- Support revenue expansion within existing accounts.
- Manage contract renewals and retention strategies.
- Address renewal risks early and implement action plans.
- Ensure customers continuously realize measurable value
- Follow up on customer tickets and ERP escalations.
- Coordinate with Product and Technical teams to ensure timely resolution.
- Monitor SLA adherence and maintain service quality standards.
- Collaborate closely with product, operations, and support teams to ensure seamless execution and alignment on client needs.
- Join the commercial team to identify client needs and deliver tailored product demos based on the industry and business model.
- Track CSAT/NPS and customer sentiment.
- Collect structured feedback and translate it into actionable insights.
- Contribute to improving processes and overall customer experience.
Qualifications
- 2–3 years of experience in a customer-facing role, preferably within SaaS, technology, or software solutions.
- Proven ability to manage customer relationships, drive product adoption, and ensure customer satisfaction.
- Hands-on experience with renewals, retention strategies, upselling, and cross-selling, with a track record of meeting or exceeding retention or renewal KPIs.
- Familiarity with ERP platforms such as Odoo, SAP, Oracle, or Microsoft Dynamics is an advantage, along with understanding of ERP workflows, financial reporting, and data analysis.
- Experience using CRM tools (e.g., HubSpot, Salesforce, or similar) and analyzing customer data, usage metrics, and health scores to identify risks and growth opportunities.
- Strong communication and presentation skills, with the ability to work with both technical and financial stakeholders.
- Excellent analytical thinking, problem-solving abilities, attention to detail, and organizational skills.
- Customer-focused, proactive, and collaborative mindset, with resilience and a positive, approachable personality.
- Proficiency in Microsoft Excel and PowerPoint, and basic knowledge of data migration or ERP configuration is a plus.
- English proficiency at C1 level or above.