Client Success Specialist

Job Description

Job Description

We are looking for a mid-level professional who will operate primarily as a Client Success partner for our software customers. This person comes from a technical or software (SaaS) sales background and knows how to speak a customer's language, but their day-to-day is centered on keeping existing clients successful - onboarding them, driving adoption, and ensuring they realize the full value of the product.

The role is roughly an 80% Client Success / 20% Expansion Sales split. The majority of the time is spent owning the post-sale relationship: onboarding, adoption, retention, and account health. The remaining time is spent identifying and closing organic growth opportunities - renewals, upsells, and cross-sells - within the existing account base. This is not a net-new cold-calling role; the sales instinct matters because a strong client success partner recognizes when a client is ready to grow.

Key Responsibilities
Client Success (~80%)

• Own the post-sale relationship: lead onboarding, product configuration walkthroughs, and technical demonstrations for new and existing clients.
• Drive product adoption and ensure clients achieve their desired outcomes; monitor account health and usage signals to get ahead of risk.
• Manage renewals and proactively reduce churn across a portfolio of accounts.
• Run regular check-ins and business reviews (e.g., QBRs) with client stakeholders, from technical users to executives.
• Troubleshoot and triage client issues, resolving what you can and escalating to support or engineering when needed.
• Act as the voice of the customer internally, relaying feedback and feature requests to product and engineering.

Expansion Sales (~20%)

• Identify and drive expansion (upsell and cross-sell) opportunities within existing accounts.
• Run discovery and needs assessments to match client business problems to product capabilities.
• Develop proposals, quotes, and renewal terms; negotiate and close expansion and renewal deals.
• Partner with the sales team on handoffs and account planning.

Education & Experience
The candidate must meet one of the following:

• Bachelor's degree in a related field (business, a technical/computer discipline, or similar) plus 4-6 years of relevant experience, or
• Master's degree in a related field plus 2-4 years of relevant experience, or
• 8+ years of relevant experience in lieu of a degree.

For this role, "relevant experience" means technical or software (SaaS) sales, sales engineering, or customer success / account management for a software or technology product.
Software & Technical Skills

• Solid understanding of how software products work - enough to explain features, integrations, and value to both technical and business stakeholders.
• Comfort with technical concepts common to modern software: APIs, integrations, and workflow/automation ; familiarity with AI or agentic automation is a plus.
• Ability to lead product onboarding, configuration walkthroughs, and technical demonstrations.
• Ability to translate a client's business problem into how the product solves it, and to troubleshoot or triage issues before escalating.

Client Success & Sales Skills

• Proven ability to own the post-sale relationship: onboarding, adoption, and outcome delivery.
• Experience managing renewals, monitoring account health, and reducing churn.
• Track record of identifying and driving expansion within existing accounts.
• Consultative, solution-oriented selling rather than transactional order-taking.
• Strong discovery, needs assessment, and negotiation skills applied within existing accounts.

Tools & Systems

• CRM proficiency (Salesforce, HubSpot, Dynamics 365, or similar).
• Familiarity with customer success platforms (e.g., Gainsight, ChurnZero, Vitally) is a plus.
• Comfort with product analytics and usage dashboards.
• Solid Microsoft Office / Google Workspace skills.

Communication & Working Style

• Excellent verbal and written communication, with a proven ability to make technical detail understandable and compelling.
• Strong relationship-building across technical, procurement, and executive contacts.
• Highly organized and self-directed, able to manage a portfolio of accounts at once.
• Cross-functional collaboration with sales, product, and engineering.
• Willingness to travel to client sites as needed [specify travel %]