Jr. Customer Success Specialist

The Junior CSM is a dynamic, execution-focused role designed to support a high-volume customer segment. Unlike traditional CSM roles with a dedicated book of business, you will work as an integral part of a collaborative "Success Squad" consisting of CSMs and other specialists. Your primary mission is to own the commercial lifecycle—including positive face to face(virtual) partnership building activities, risk management, renewals, contract management, and expansion identification—for a large set of customers, ensuring no revenue opportunity or retention risk is overlooked. An ideal candidate will exhibit high-energy, and be a detail-oriented individual who understands and/or eager to learn the commercial side of the tech industry and has a proven track record with personal face to face This is a foundational role with clear growth opportunities into a dedicated Customer Success Role.
Commercial Execution & RetentionRenewal Management: Own the end-to-end renewal process for assigned high-volume accounts, ensuring timely contract execution and maintaining high Gross Revenue Retention (GRR).Expansion Identification: As a team work to monitor account health and usage data to identify "ready-to-buy" signals, qualifying leads for upsells and passing them to sales team members.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.
Team Collaboration & SupportCSM Partnership: Work daily with a team of CSMs to provide a unified experience. The CSM team will focus on adoption and value programsEscalation Support: Act as the first line of defense for commercial escalations within the squad, coordinating with Finance and Legal to resolve obstacles to renewal.Assist customers in daily account operations, business inquiries, troubleshooting, and cross-functional coordination to meet day to day customer needs
Operational Excellence & AccountabilityData 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.
QualificationsExperience: 1–2 years of experience in a customer-facing role (Account Management, Sales, or Customer Success), preferably within a B2B SaaS or tech environment.Commercial Mindset: Basic understanding of SaaS financial metrics (ARR, Churn, Upsell) and experience with contract terminology.Technical Proficiency: Experience using CRM tools like Salesforce and CS platforms like Gainsight. Proficient in Google Suite.Communication: Exceptional written and verbal communication skills in English; ability to manage high-volume call, email, and chat correspondence with professional "Executive Presence." Core Qualities for SuccessAccountability: You take personal ownership of the commercial outcomes for the customer pool and don't let small details slip through the cracks.Collaborative Spirit: You thrive in a "we" environment rather than an "I" environment, understanding that your commercial wins support the team’s overall health goals.Agility: You are comfortable pivoting between dozens of different customer interactions in a single day without losing focus or quality.