Customer Success & Sales Development Representative

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Customer Success & Sales Development Representative

Location Grand Junction Colorado or remote - Full Time

Location: US

Department: Sales

Reports To: Sales Director

Job Type: Full-time

Job summary

We are a geospatial SaaS company seeking a relationship-focused Customer Success & Sales Development Representative to help customers achieve value from PointMan while also supporting new-business development.

The primary responsibility of this role is to maintain regular contact with customers, coordinate Quarterly Business Reviews, identify usage or satisfaction risks and help reduce churn. The role will also support sales-development activity when customer-success priorities allow. It offers a potential career path into Customer Success Management, Account Management or a full Sales role.

Key responsibilities

Customer engagement and QBRs

• Maintain a structured engagement cadence across active customer accounts.
• Coordinate and prepare Quarterly Business Reviews.
• Confirm customer objectives, usage, adoption and upcoming priorities.
• Prepare QBR agendas, account summaries, usage information and action logs.
• Ensure agreed follow-up actions are assigned, tracked and completed.
• Identify opportunities for additional training, feature adoption or wider deployment.
• Build strong relationships with users, administrators, managers and executive stakeholders.
• Ensure customers understand relevant product updates, educational resources and support options.
• Keep customer contacts, user information and roles accurate in the CRM.

Churn prevention and account health

• Identify accounts showing reduced usage, unresolved issues or low engagement.
• Maintain customer-health records and flag at-risk accounts promptly.
• Create and coordinate re-engagement plans with relevant internal teams.
• Escalate technical, support or commercial issues appropriately.
• Monitor renewal dates and ensure potential risks are visible well in advance.
• Capture reasons for customer dissatisfaction, non-renewal or cancellation.
• Share customer feedback with Product, Marketing, Support and Sales.
• Support retention initiatives and help improve customer experience.

Sales development support

• Assist with lead follow-up, qualification and outbound outreach.
• Identify expansion, cross-sell and referral opportunities within the customer base.
• Support prospecting into similar organisations and priority verticals.
• Schedule qualified discovery calls or product demonstrations for the sales team.
• Introduce the sales person to relevant customer stakeholders where appropriate.
• Provide customer insight to improve prospecting messages and sales conversations.
• Maintain accurate CRM records for both customer-success and sales activity.

QBR ownership

The person in this role should become the internal owner of the QBR process. This includes maintaining the QBR calendar, confirming attendees and objectives, preparing account information, recording customer priorities and concerns, producing action plans, tracking completion and escalating renewal or relationship risks.

The QBR owner should help the business understand whether customers are receiving value and whether they are likely to renew, expand or become an advocacy reference. This is more than simply arranging meetings.

Success measures

The initial weighting should favour customer success and retention: approximately 70% customer engagement, QBRs and retention support, and 30% sales-development contribution.

• QBR completion rate.
• Percentage of accounts contacted according to the agreed cadence.
• Renewal-risk identification before the renewal date.
• Re-engagement of at-risk accounts.
• Product adoption or usage improvement.
• Customer action-plan completion.
• Renewal and retention contribution.
• Qualified meetings and expansion opportunities generated.Accurate and timely CRM records.

Experience and qualifications

• Previous experience in customer success, account management, client services, inside sales or a similar role is preferred.
• Experience coordinating customer meetings, account reviews or stakeholder communications.
• Strong verbal and written communication skills.
• Comfortable making outbound calls and initiating regular contact.
• Able to ask questions, listen carefully and identify underlying concerns.
• Strong organisation and follow-through.
• Experience with HubSpot or another CRM system is desirable.
• Comfortable learning SaaS products and explaining their practical value.
• Proficiency in Microsoft Office.
• Interest in technology, mapping, construction technology, infrastructure or geospatial solutions is desirable.

Preferred traits

• Personable and trustworthy.
• Highly organised.
• Proactive rather than reactive.
• Comfortable managing recurring processes.
• Commercially aware without being overly transactional.
• Calm when handling customer concerns.
• Curious about how customers use software.
• Able to work independently while coordinating across departments.
• Motivated by measurable retention and revenue outcomes.
• Interested in developing into a broader Sales or Account Management role.

Career progression

This role may progress to Senior Customer Success Representative, Customer Success Manager, Account Manager, Account Executive or Sales Executive. A move into full Sales should be supported by development in discovery conversations, qualification, product demonstrations, commercial messaging, proposal preparation, objection handling, negotiation, closing and account transition.

Compensation and benefits

• Competitive hourly base pay, proposed range: $20-$25 per hour, depending on experience.
• Incentive compensation linked primarily to QBR completion, customer engagement, retention-support outcomes and qualified expansion opportunities.
• Full-time employees are entitled to benefits under the Company's insurance plans, including health, dental, vision and life insurance.
• Employees may be eligible to participate in the Company's 401(k) plan.
• Paid vacation and 11 recognized holidays, consistent with Company policy.