Customer Success Representative
CCI Systems
full-time
Posted on:
Location Type: Office
Location: Iron Mountain • Missouri • United States
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About the role
- Serve as the primary point of contact for an assigned module of existing customers.
- Build strong, trust-based relationships with customer stakeholders at multiple levels.
- Conduct regular business reviews to assess performance, identify risks, and align on future needs.
- Monitor customer health indicators and intervene proactively to prevent churn.
- Ensure customers fully understand and utilize the services and solutions they have purchased.
- Coordinate and collaborate with authorized agents and partners, where applicable, in support of customers and revenue growth.
- Contribute to the creation and evolution of tools, templates, and enablement playbooks.
- Develop and execute account growth strategies to expand revenue within the existing customer base.
- Identify and sell incremental services, upgrades, and complementary solutions.
- Partner with internal teams to scope, price, and deliver expansion opportunities.
- Track and forecast revenue growth within assigned accounts.
- Segment and prioritize customers based on revenue, growth potential, and strategic importance.
- Maintain accurate account plans, renewal calendars, and customer roadmaps.
- Use data and insights to guide customer engagement strategies.
- Own the renewal process for assigned customers, ensuring timely and successful contract execution, working in coordination with our renewal specialists.
- Reduce churn by ensuring renewals are completed well ahead of expiration.
- Address customer concerns, negotiate terms, and coordinate internal approvals as needed.
- Document customer interactions, activities, and opportunities in CRM and internal systems.
- Advocate for customer needs internally, ensuring issues are resolved quickly and effectively.
- Collaborate with product, engineering, and support teams to improve customer experience.
- Establish scalable processes, playbooks, and performance standards.
- Foster a culture of accountability, continuous improvement, and customer‑centricity.
Requirements
- 2+ years of experience in Customer Success, Account Management, or related customer facing roles.
- Proven track record of managing recurring revenue, renewals, and account growth.
- Strong commercial acumen with the ability to identify and close expansion opportunities.
- Excellent communication, relationship building, and negotiation skills.
- Ability to manage multiple priorities and customer segments simultaneously.
- Experience leading or mentoring teams is a plus (or a demonstrated desire to grow into leadership).
- Familiarity with CRM tools, customer health metrics, and account planning frameworks.
Benefits
- 10-15% travel nationwide is required.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successaccount managementrecurring revenue managementrenewals managementaccount growth strategiesnegotiationdata analysiscustomer health metricsaccount planning frameworks
Soft Skills
communicationrelationship buildingcommercial acumenprioritizationleadershipmentoringcollaborationcustomer-centricityproblem-solving