Customer Success Specialist

Customer Success Specialist

The Customer Success Specialist is responsible for driving customer retention, renewal execution, and long-term value realization across an assigned book of business or territory. This role supports Hobart Service's retention strategy by ensuring customers fully realize the value of service offerings through effective onboarding, proactive engagement, risk identification, and disciplined execution of the Customer Success operating model.

This position partners closely with Field Operations and Sales to improve retention, net revenue retention, and customer satisfaction. The Customer Success Specialist serves as a key contributor to post-sale engagement, supporting renewals, Quarterly Business Reviews (QBRs), risk mitigation, and the identification of growth, win-back, and referral opportunities.

These are the most significant job duties performed. The size, scope and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.

• Execute customer onboarding and value realization activities to ensure a strong transition from sale to service
• Own ongoing customer engagement through defined Customer Success cadences, including Quarterly Business Reviews (QBRs)
• Proactively manage renewal engagement in partnership with Sales and field operations
• Identify and mitigate customer risk using defined KPIs and engagement indicators
• Drive disciplined execution of the Customer Success operating model across assigned customers
• Deliver and document QBRs aligned to customer goals, service performance, and value delivered
• Monitor and improve key retention metrics including retention rate, net revenue retention, attrition reduction, and Q  completion
• Identify and surface upsell, cross-sell, renewal, win-back, referral, and lead opportunities in alignment with the Sales Playbook
• Maintain accurate documentation of customer activity, risk indicators, and outcomes within CRM
• Partner cross-functionally to resolve customer issues and escalate risks as needed
• Support continuous improvement of customer engagement processes, playbooks, and tools

The Customer Success Specialist demonstrates the following competencies to achieve desired outcomes.

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

· Bachelor's degree recommended

· Minimum of 3–5 years of experience in Customer Success, Account Management, Sales, Service, or a related customer-facing role

Preferred Experience

· Experience supporting customer retention, renewals, or recurring revenue models

· Experience delivering or supporting Quarterly Business Reviews (QBRs)

· Familiarity with CRM-enabled workflows and KPI-driven performance management

· Service or contract-based business experience preferred

· Commercial food equipment, service, or industrial services experience a plus

Competencies

To perform the job successfully, an individual should demonstrate the following competencies.

• Action Oriented:
  Proactively addresses customer risks and opportunities and follows through to drive retention outcomes
• Customer Focus:
  Builds strong relationships through structured engagement and a clear focus on delivering value
• Collaboration:
  
  Partners effectively with Field Operations and Sales to align customer strategies and execution
• Analytical & Data-Driven:
  Uses KPIs and customer data to identify trends, prioritize actions, and improve outcomes
• Process Discipline:
  Follows defined Customer Success playbooks, cadences, and CRM workflows consistently
• Communication:
  Communicates clearly and effectively, including leading customer discussions and QBRs
• Business Acumen:
  Understands how customer experience, retention, and renewals impact revenue and growth
• Organiza…