Customer Success Specialist

One of our consulting client is hiring within the Customer Success team. Below are the details:

Title: Customer Success Specialist

Location: Remote

Duration: 12 months

Client is looking for Accounting / Financial Acumen and Experience with any Accounting / Bookkeeping / Tax or related software

The Tier 2 Customer Success Advisor supports an assigned segment of the customer base, helping clients realize ongoing value from their solutions while reducing the risk of customer loss. The role blends relationship management, customer problem-solving, usage monitoring, and consultative guidance.

Rather than functioning as the sole point of contact for a fixed set of accounts, the advisor works within a centralized service model in which customer requests and account interventions are prioritized and distributed according to need. Success is initially measured primarily through customer and revenue retention, with opportunities to take on broader adoption consulting and specialist solution engagement as the portfolio evolves.

• Manage a portion of the shared Tier 2 customer population, working toward a planning benchmark of approximately 150 customers per specialist. Handle cases and requests allocated through the central service queue instead of relying on individually assigned account relationships.
• Determine where customer engagement is needed by reviewing incoming requests, automated account intelligence, and customer health indicators. Focus attention on customers who request assistance or demonstrate signs of declining engagement, using a signal-led approach instead of a rigid outreach calendar.
• Help maintain consistent service across the team by taking responsibility for customer requests and account coverage when colleagues are unavailable or demand exceeds normal capacity. Follow the established processes for distributing and transferring work.

• Review customer health indicators and product engagement data to recognize emerging risks. Identify declining usage of features that require activity within recurring 30-day or 90-day windows and take appropriate steps to restore engagement before the customer relationship is jeopardized.
• Lead customer conversations aimed at resolving retention concerns and preserving existing revenue. Assess the underlying cause of dissatisfaction or reduced engagement, distinguishing technical difficulties from functional limitations or operational challenges.
• Recognize situations that require commercial judgment or fall outside standard support and adoption guidance. Escalate these cases to the designated Client FTE when decisions or interventions require their involvement.

• Surface potential growth opportunities through routine customer interactions and submit Qualified Customer Success Leads when the relevant opportunity warrants further consideration.
• As the customer portfolio develops to include Tier 2a and Tier 2b segments, help validate onboarding completion, advise customers on effective product usage, and provide practical guidance on their business workflows.
• Introduce relevant specialist solutions when customer needs indicate a suitable opportunity, including capabilities related to Money/Payments, Bill Pay, and Payroll. Qualify customer interest and prepare appropriate opportunities for the Client FTE to progress toward commercial closure.

• Relevant customer-facing experience: Approximately 2–5 years in Customer Success, account management, relationship management, or a comparable consultative position. The preferred background involves continued customer engagement and…