Manage a portfolio of 100–250 customers, build trusted relationships, drive product adoption, support retention and expansion, lead customer projects, identify churn risks, gather feedback, and report on customer health and satisfaction. The role requires proactive communication, strong follow-up, problem-solving, and the ability to manage multiple projects in a fast-paced SaaS environment.
FieldPulse is a fun, dedicated, and growing team that is building modern applications for small home service businesses (plumbers, electricians, HVAC, specialty contractors, etc.) to help organize and run their business operations.
Job Overview:
As a Customer Success Specialist at FieldPulse, you will play a pivotal role in managing and nurturing a portfolio of 100-250 customers. Your primary responsibility will be to ensure customer satisfaction, drive adoption, and foster long-term partnerships that lead to retention and growth. You will leverage your expertise in customer success, project management, and industry best practices to deliver exceptional results and drive customer value.
Key Responsibilities:
- Customer Management: Serve as the main point of contact for 100-150 customers, ensuring their needs are met and value is continuously delivered.
- Customer Engagement: Develop and maintain strong, trusted relationships with customers, ensuring high engagement and satisfaction.
- Retention & Growth: Proactively identify opportunities for upselling and cross-selling, working closely with sales and product teams to drive customer growth.
- Project Management: Lead and manage ongoing projects, ensuring timelines and goals are met.
- Communication & Follow-Up: Maintain regular, proactive communication with customers, providing updates, gathering feedback, and addressing any concerns.
- Risk Management: Identify at-risk accounts and develop strategies to mitigate churn, ensuring customer retention.
- Customer Advocacy: Act as a customer advocate within FieldPulse, providing insights to product and leadership teams to enhance our offerings.
- Reporting: Track and report on key customer success metrics, including customer health, satisfaction, and retention.
Required Skills & Experience:
- At least 1-2 years of experience in a customer-facing role in a high-engagement environment.
- Exceptional communication skills, with the ability to clearly articulate complex ideas and concepts.
- Strong follow-up skills, ensuring that customer needs and expectations are consistently met.
- Demonstrated project management experience, with the ability to lead and manage multiple projects simultaneously.
- Ability to work in a fast-paced, dynamic environment.
- Strong problem-solving skills, with a proactive and solutions-oriented mindset.
Preferred Qualifications:
- Experience working for an early-stage SaaS company.
- Familiarity with customer success methodologies and best practices.
- Ability to thrive in a fast-paced, dynamic environment.
Benefits
- Covered Medical Insurance
- Dental & Vision Benefits
- 401k
- Paid Parental Leave
- Flexible time off
- Transparent career growth, professional development, and promotional opportunities
- Catered free lunch every day of the week
- Subscriptions (HBO, Netflix, Hulu)
- Health and Wellness (ClassPass Membership & Gym)
- Fun, fast-paced startup culture- you’ll be able to work on projects that make a huge impact
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