LevelUp
SaaS
CustomerSuccessSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Success Specialist at LevelUp. Skills: Customer relationships, Retention, Value realization, Commercial lifecycle. Take ownership of renewal process. Administer customer relationship”
What You'll Achieve.
Sustain high Gross Revenue Retention; Meet Net Revenue Retention KPIs; Meet On-Time Renewal Rate KPIs; Meet Task Completion Speed KPIs
Industry & Context.
Problem-solving
Adherence to North America Central Time
What They're Looking For.
Must Have
1 to 2 years customer-facing experience, Customer retention experience, Manage escalations experience, Conduct live customer calls, Conduct virtual meetings, Exceptional written English skills, Exceptional verbal English skills, Manage high-volume email correspondence, Manage high-volume chat correspondence, Professional Executive Presence
Nice to Have
Prior experience in Customer Success, Prior B2B SaaS experience, Prior tech environment experience, Proficiency with CRM tools, Proficiency with Customer Success platforms, Working knowledge of Google Workspace
What You'll Do.
Take ownership of renewal process
Administer customer relationship
Address billing inquiries
Ensure CRM data accuracy
Evaluate customer downgrade requests
Process customer downgrade requests
Execute customer downgrade requests
Identify retention risks
Document retention risks
Manage retention risks
Contribute to special projects
Contribute to customer-centric initiatives
Lead virtual meetings
Facilitate commercial execution
Address customer requirements
Serve as primary point of contact
Overcome renewal obstacles
Update contact information
Update commercial notes
Enable accurate executive forecasting
Recommend process enhancements
Elevate squad efficiency
Drive relentless execution
How You'll Work.
Team & Collaboration
Collaborate with CSMs; Deliver unified customer experience; Partner with Finance; Partner with Legal
Communication Scope
Written communication; Verbal communication; Email correspondence; Chat correspondence; Customer calls; Virtual meetings
Full Job Description
## Description 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 Take ownership of the end-to-end renewal process for assigned high-volume accounts, guaranteeing timely contract execution and sustaining a high Gross Revenue Retention (GRR). Administer the customer relationship, including processing amendments, addressing billing inquiries, and ensuring CRM data accuracy. Evaluate, process, and accurately execute customer downgrade requests in accordance with company policy, ensuring retention risks are identified, documented, and managed through internal escalation or value-based discussions. Contribute to special projects and customer-centric initiatives, such as targeted campaigns, process pilots, and operational programs aimed at boosting retention
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