Customer Success Support Specialist
Sentinel Cybersecurity
full-time
Posted on:
Location Type: Remote
Location: India
Visit company websiteExplore more
Tech Stack
About the role
- Lead proactive multi-touch outreach (email, phone, SMS) to customers behind on payments and align on repayment or reinstatement plans.
- Educate customers on reinstatement options, billing methods, account access timelines, and next steps.
- Execute reinstatements for returning customers and ensure smooth service restoration.
- Answer internal and external customer inquiries promptly, efficiently, and professionally through Zendesk and Salesforce.
- Partner with Collections to ensure seamless handoff, tracking, and follow-through on non-payment accounts.
- Collaborate closely with Billing, Collections, and Sales teams to resolve customer concerns via phone, email, or virtual meetings.
- Work with Customer Success Managers (CSMs) to ensure high-value customers receive personalized and timely follow-up.
- Coordinate with Renewals to align recovery outcomes with renewal forecasting, reporting, and retention strategy.
- Apply critical-thinking and problem-solving skills to identify and resolve billing and payment-related issues quickly.
- Maintain accurate, detailed records of recovery activity across CRM and billing platforms (Salesforce, Gainsight, internal billing tools).
- Leverage CRM systems and customer support platforms to manage cases, track interactions, and ensure consistent documentation.
- Deliver weekly and monthly reports summarizing revenue recovered, trends, root causes, and recommendations.
- Identify recurring drivers of non-payment churns and propose improvements in communication, workflows, or tooling.
- Execute and propose process improvements that automate or accelerate recovery procedures and reduce manual effort.
Requirements
- 2–4 years in Customer Success, Renewals, Collections, or Account Management (SaaS/subscription-based strongly preferred)
- Experience with payment processes, billing systems, contracts, and POs
- Familiarity with subscription renewals, churn metrics, retention data, and recovery/reinstatement motions
- Strong verbal and written communication; able to tailor messaging to different audiences
- Proven ability to navigate sensitive payment or delinquency conversations with professionalism and empathy
- Proficiency with Salesforce, CRM dashboards, Gainsight, Zendesk
- Comfortable using Excel, Tableau, or similar analytics tools
- Analytical mindset with the ability to identify trends and translate them into actionable insights
- Experience with Salesforce, reviewing contracts/ orders and purchase orders
- Good understanding of payment processes, billing systems
- High attention to detail, accuracy, and follow-through
- Strong organizational and time management skills; ability to multitask effectively
- Ability to work during US EST hours on a daily basis - this is a MUST
Benefits
- Medical insurance and healthcare benefits for you and your family
- Fully paid premiums for life insurance
- Flexible hours and PTO
- Mental wellness platform subscription
- Gym reimbursement
- Childcare reimbursement
- Group term life insurance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
payment processesbilling systemscontractspurchase orderssubscription renewalschurn metricsretention datarecovery motionsprocess improvementsanalytics
Soft skills
verbal communicationwritten communicationprofessionalismempathyanalytical mindsetattention to detailorganizational skillstime managementmultitaskingcritical thinking