About the Role
We are looking for a Customer Success Specialist with strong communication skills, technically sound, and outcome-focused to manage our high-value B2B SaaS customers. As a trusted advisor, you will own post-sale customer success end-to-end — driving adoption, retention, and long-term value realization. You will work closely with Product and Sales to ensure customers achieve sustained ROI from the platform.
This is an individual contributor role with high ownership and visibility.
What You’ll Do
Drive Adoption & Account Success
Own post-sale customer relationships and support product adoption by designing, validating, and troubleshooting complex incentive plans to ensure precision in calculations and outputs.
Translate customer business goals into structured success plans and measurable usage outcomes
Develop a deep understanding of customer use cases and align platform capabilities to business needs
Act as a trusted advisor by connecting product usage, data insights, and customer outcomes
Improve Retention & Loyalty
Proactively identify risks to adoption and retention using data, usage trends, and stakeholder signals
Drive consistent customer engagement to ensure ongoing value realization
Influence long-term customer satisfaction, loyalty, and renewal readiness
Collaborate Cross-Functionally
Partner closely with Product teams to share customer feedback and influence roadmap improvements
Work with Sales on renewals and account expansion conversations by providing value and adoption context
Coordinate with internal teams (Implementation, Support & Tech) to resolve customer issues efficiently
What We’re Looking For
- 3–5 years of experience in a customer-facing role focused on Customer Success, adoption, or retention
- Strong understanding of Customer Success as a function, including health, adoption, and renewal readiness
- Ability to build and manage senior stakeholder relationships
- Strong communication skills with the ability to explain technical insights in business terms
- Deep product orientation with the ability to translate features into customer outcomes
- Comfortable working with complex datasets
Nice to Have
- Experience in loyalty, fintech, HR tech, or Rewards B2B SaaS environments
- Exposure to enterprise or high-complexity customer accounts
What Makes You a Strong Fit
- You are comfortable owning complex customer relationships end-to-end
- You balance customer empathy with a strong focus on measurable outcome
- Demonstrated ability to operate independently and lead cross-functional collaboration to resolve customer needs
- You enjoy working cross-functionally with Product and Sales to solve real customer problems
Why This Role Matters
- Customer adoption and retention are critical to sustained growth. This role directly impacts:
- How customers experience the product
- How much value they derive over time
- How long they stay and grow with the platform
Why Join Us
- Clear ownership with visible customer impact
- Close collaboration with Product and Sales teams
- Opportunity to build deep expertise in Customer Success at scale
- Senior individual contributor role with meaningful responsibility
- Ability to shape long-term customer relationships and outcomes
