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Customer Success Specialist [2622-302609]
Full-time
Company Overview
LevelUp
is a specialized agency offering premier outsourcing solutions to agencies, software vendors, and website owners. Over the past seven years, we have successfully partnered with diverse companies to provide exceptional technical, operational, and back-office support. Our expansive team consists of skilled, passionate professionals dedicated to delivering top-tier results for our clients.
Position Overview
The
Customer Success Specialist
is a dynamic, execution-focused role tailored to support a high-volume customer segment across our clients' platforms. As a vital, client-facing member of a collaborative "Success Squad," you will proactively engage with customers to ensure they maximize platform value, understand their evolving needs, and guide them toward achieving their business objectives. Your primary mission is to manage the commercial lifecycle—encompassing partnership building, risk mitigation, renewals, and contract management—for a vast portfolio of accounts. The ideal candidate is an energetic, detail-oriented professional eager to master the commercial facets of the tech industry. This foundational role offers clear pathways for career advancement into a dedicated Customer Success role.
Reference: 2622-302609
Responsibilities
Commercial Execution & Retention
Renewal Management: Own the end-to-end renewal process for assigned high-volume accounts, ensuring timely contract execution and maintaining high Gross Revenue Retention (GRR)
Contract Administration: Manage the administrative side of the customer relationship, including processing amendments, handling billing inquiries, and ensuring CRM data integrity
Downgrade Management: Assess, process, and accurately execute customer downgrade requests in alignment with policy, ensuring retention risks are identified, properly documented, and addressed through appropriate internal escalation or value- based conversations
Special Projects & Initiatives: Contribute to special projects and customer-facing initiatives such as targeted customer campaigns, process pilots, or operational programs that are designed to support retention, efficiency, and evolving business priorities
Live Customer Engagement: Facilitate customer calls and virtual meetings to support commercial execution and address customer needs as part of the renewal and retention lifecycle
Team Collaboration & Support
CSM Partnership: Work daily with a team of CSMs to provide a unified experience. The CSM team will focus on adoption and value programs
Escalation Support: Act as the first line of defense for commercial escalations within the squad, coordinating with Finance and Legal to resolve obstacles to renewal
Operational Excellence & Accountability
Data Integrity: Maintain a "high bar" for CRM hygiene. Ensure all renewal dates, contact information, and commercial notes are updated in real-time to support accurate executive forecasting
Process Improvement: Actively identify bottlenecks in the high-volume renewal process and propose automation or workflow changes to increase the squad's efficiency
KPI Performance: Drive relentless execution against team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed
Must-Haves (Required Qualifications)
1 to 2 years of proven experience in a customer-facing role, such as Account Management, Sales, Support, or Customer Success
Demonstrated expertise in handling customer retention and managing escalations
Strong comfort level and confidence in conducting live customer calls and virtual meetings
Exceptional written and verbal English communication skills, with the ability to manage high-volume email and chat correspondence displaying professional "Executive Presence."
Strict adherence to scheduled working hours aligned with North America Central Time
A proactive, can-do attitude combined with a strong team-oriented, supportive approach
Genuine passion for problem-solving, customer experience, continuous learning, and self-improvement
Nice-to-Haves (Preferred Qualifications)
Domain Experience: Direct experience in Customer Success within a B2B SaaS or tech environment
Tool Proficiency: Hands-on experience with CRM tools (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight)
Proficiency in Google Workspace (G Suite)
More Information
This is a fully remote position with a standard 40-hour fixed-schedule work week
The exact work schedule depends on the client that you are assigned to, but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important
We have a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment
Equipment provided
13th month pay
HMO
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
