Senior Customer Success Specialist

We are seeking a highly experienced Senior Customer Success Specialist who will excel at delighting customers today while demonstrating the drive and potential to evolve into a formal leadership role. In the immediate term, you will be hands‑on—managing key customer relationships, resolving challenges, refining processes, and ensuring long‑term client success. Over the next 12–18 months, you will have the opportunity to transition from an individual contributor into a leadership position, potentially guiding a growing team of Customer Success professionals.

By late 2025, there may be the chance to assume a strategic, department‑wide leadership role, shaping and influencing the future vision of our Customer Success initiatives.

Senior Customer Success Specialist

3+ Years

Clearwater, FL

In‑Office

We are offering a competitive compensation package with a base salary of $65,000 to $75,000 annually, plus monthly bonuses based on key performance indicators (KPIs). The bonuses will be aligned with measurable and achievable KPIs to reward performance and contributions to company goals.

• Act as a trusted advisor and main point of contact for a portfolio of customers, ensuring their ongoing satisfaction and success.
• Proactively address customer inquiries, concerns, and feedback, delivering timely and effective solutions.
• Identify opportunities for upselling, cross‑selling, and expanding utilization of our solutions.
• Process Improvement & Salesforce Optimization
• Refine and optimize current Customer Success workflows, emphasizing efficiency and data accuracy.
• Evaluate, implement, and continuously improve Salesforce configurations, ensuring the platform meets evolving business and customer needs.
• Document and train internal team members on best practices related to customer data management and Salesforce utilization.

• Assist with complex onboarding, renewals, and escalations, ensuring seamless customer experiences.
• Contribute to the development of support and training resources, including FAQs, user guides, and self‑help tools.
• Provide direct customer support during peak periods or resource gaps, demonstrating a lead‑by‑example approach.
• Work closely with Sales to ensure a smooth handoff from acquisition through to onboarding and retention.
• Liaise with Product Management to relay customer insights, helping shape product enhancements and new features.
• Partner with Marketing to develop customer‑focused campaigns, case studies, and materials that highlight best practices and success stories.
• Collaborate with the Compliance Task Force on special projects, maintaining alignment with industry regulations and internal policies.

• Assist in hiring, onboarding, and training new Customer Success team members as the department grows.
• Provide mentorship, coaching, and performance feedback, fostering a supportive and growth‑oriented environment.

• Develop and implement department‑wide strategies to drive customer satisfaction, retention, and expansion.
• Influence high‑level decision‑making alongside the COO, aligning the Customer Success department’s goals with the company’s broader strategic objectives.
• Serve as a key leader, setting the vision for Customer Success and guiding the team to achieve and exceed targets.

• Experience:
  
  3+ years in a Customer Success, Support, Account Management, or related role, with a proven track record of managing high‑value accounts and driving successful outcomes.
• Technical Aptitude:
  Demonstrated proficiency in Salesforce CRM; experience optimizing workflows, reporting, and integrations is highly preferred.
• Leadership Potential:
  Previous experience mentoring or leading junior team members is a plus; a strong desire and readiness to grow into a formal leadership position is essential.
• Communication & Interpersonal
  
  Skills:
  
  Exceptional verbal, written, and presentation skills. Ability to build trust and strong relationships with both customers and internal stakeholders.
• Problem‑Solving &…