Note: The job is a remote job and is open to candidates in USA. Accuris transforms the world's largest repository of standards and supply chain data into AI-driven insights and connected workflows. They are hiring a Customer Success Representative to build strong relationships with customers, monitor account health, and ensure customer satisfaction and retention.
Responsibilities
- Own a portfolio of accounts with a clear focus on driving retention and renewal outcomes
- Monitor customer health signals and proactively reach out to at-risk accounts before issues escalate
- Execute renewal motions in partnership with Sales, ensuring timely outreach, contract discussions, and a smooth close process
- Identify root causes of dissatisfaction or disengagement and develop account-specific action plans to address them
- Build and maintain strong relationships across each account, from day-to-day users to key decision makers
- Conduct regular check-ins and business reviews to assess satisfaction, usage, and alignment on goals
- Drive product adoption by connecting customers to features and resources that are relevant to their workflows
- Recognize and surface expansion opportunities to the Sales team when customers are ready to grow
- Serve as the primary point of escalation for customer issues, coordinating with internal teams to drive fast and effective resolution
- Navigate difficult conversations with professionalism and a solutions-oriented mindset
- Follow up consistently on open issues and keep customers informed throughout the resolution process
- Partner with new customers during the onboarding phase to ensure a smooth handoff from Sales and a strong start with the platform
- Guide customers through initial setup, key workflows, and early milestones to accelerate time-to-value
- Set clear expectations upfront around timelines, success criteria, and what a healthy onboarding looks like
- Identify and address adoption gaps early before they create risk further down the renewal cycle
- Capture and share customer feedback with Product, Content, and Marketing teams on a regular basis
- Identify patterns across accounts and bring forward actionable insights that improve the overall customer experience
- Contribute to internal knowledge base articles, playbooks, and best practice documentation based on field learnings
Skills
- 4-6 years in a Customer Success, Account Management, or related customer-facing role
- Demonstrated ability to manage a book of accounts with a focus on retention and renewal
- Experience identifying churn risk and executing strategies to retain customers
- Strong organizational skills with the ability to manage multiple accounts and priorities simultaneously
- Clear, confident communicator - both written and verbal
- Experience in a SaaS or subscription-based business
- Familiarity with customer success platforms and CRM tools (e.g., Salesforce)
- Exposure to customer health scoring frameworks or lifecycle management programs
Benefits
- Annual Bonus Plan
- Comprehensive benefits
Company Overview