Customer Success Representative

Job Description

Job Description

Foundation Software LLC

Since 1985, Foundation Software has been a leading provider of software and services built specifically for the construction industry. Our integrated solutions support contractors throughout the entire project lifecycle, from estimating and job cost accounting to project management, HR, time tracking, and payroll processing.

With more than 600 team members and offices across the United States, we combine industry expertise, technology, and exceptional service to help our customers work more efficiently and successfully. At Foundation Software, employees have the opportunity to contribute to meaningful solutions while learning and growing as part of a collaborative team.

Position Summary

The Customer Success Representative (CSR) plays a pivotal role in building and maintaining strong relationships with existing customers. Key priorities include identifying at-risk customers, proactively addressing customer challenges, and promoting new software solutions and training options to enhance their experience.

The CSR will focus on increasing customer retention, identifying cross-sell opportunities and ensuring the renewal of annual or monthly software subscriptions. This role requires individuals who are patient, empathetic, and passionate communicator skills essential for understanding customer needs and advocating on their behalf.

This role requires a proactive, account management approach to customer success, with an emphasis on managing customer relationships over time, understanding business needs, driving product adoption, and identifying opportunities to improve retention and expand customer value.

Essential Functions and Responsibilities

• Conduct outgoing calls to existing SaaS customers, helping them maximize the value of the platform for their organization.
• Identify and generate new sales opportunities within the existing customer base.
• Foster strong, long-term relationships and build trust with customers through open and interactive communication by overseeing their experience throughout the customer lifecycle – from onboarding through adoption, expansion and beyond.
• Document and track customer interactions and key details within Salesforce CRM and other SaaS tools.
• Address customer complaints by offering solutions and alternatives, following up to ensure satisfactory resolution.
• Work closely with customers at risk of cancellation or downgrade, identifying their needs and providing tailored solutions to enhance satisfaction and maintain their business.
• Collaborate with internal teams to resolve recurring customer issues and enhance the overall customer experience.
• Manage a portfolio of customer accounts through proactive engagement, relationship building, and ongoing assessment of customer health, product adoption, business needs, and retention risks.
• Conduct QBRs and other strategic customer meetings to review goals, demonstrate product value, assess adoption, address challenges, and identify opportunities for continued success and account growth.

Required Skills and Experience

• Prior experience in SaaS software, sales, or customer success within a tech company, including managing a portfolio of customer accounts, conducting Quarterly Business Reviews (QBRs) or other strategic customer meetings, and proactively driving customer engagement, retention, and account growth.
• Experience identifying account risks and recognizing opportunities for cross-selling, upselling, and increased product adoption.
• Strong ability to learn new technical skills and adapt to evolving tools and processes.
• Excellent organizational skills, with the ability to manage multiple client issues simultaneously.
• Effective communication skills, both verbal and written, with an ability to engage and effectively resolve customer concerns.
• Ability to work independently, efficiently completing tasks with minimal supervision.
• Flexibility to adapt to changing job tasks and new programs/procedures.
• Familiarity with the company's suite of products and solutions, and the ability to communicate these solutions accurately to customers.
• Strong phone communication and web presentation skills.
• Proactive communication with customers and effective time management skills.
• Goal-driven, with a focus on achieving customer retention goals.
• Experience with SaaS tools, including Salesforce CRM, Zoom, and Microsoft Suite, is preferred.
• Experience with CRM systems and ensuring accurate, up-to-date customer data management within Salesforce.

Other employee rewards include tickets to Cleveland sporting events, a variety of lunch and learns, and various employee-appreciation events throughout the year. Benefits include paid vacation, paid holidays, 401(k) with match, and tuition reimbursement, plus medical, eye and dental. Now offering discounts on pet, home, and auto insurance through Liberty Mutual!

Foundation is constantly recognized as one of Northeast Ohio's top workplaces. We are a 21-time winner of the NorthCoast 99 award, a multi-year winner of The Plain Dealer's Top Workplaces award, and have been recognized multiple years on the Inc. 5000 list of fastest-growing private companies in the U.S.

Let us start your future at Foundation!

Foundation Software is an Equal Opportunity Employer.