Customer Success Lead: Retention & Growth

Hobart Food Equipment and Service; Troy (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

ITW is seeking a Customer Success Specialist to drive retention, renewals, and long-term value realization across an assigned book of business. This role partners with Field Operations and Sales to improve retention, net revenue retention, and customer satisfaction.

Responsibilities include onboarding customers, executing QBRs, managing renewal engagement, and surfacing upsell/cross-sell opportunities while maintaining CRM documentation.

Qualifications

• Bachelor’s degree recommended.
• 3–5 years of experience in Customer Success, Account Management, Sales, Service, or related customer-facing role.
• Experience with onboarding, renewals, and post-sale engagement preferred.

Responsibilities

• Drive customer retention and renewal execution across assigned book of business.
• Lead onboarding and value realization activities for seamless transition from sale to service.
• Manage ongoing customer engagement through defined CS cadences and QBRs.
• Identify and mitigate customer risk using defined KPIs and engagement indicators.
• Support renewals and identify upsell/cross-sell opportunities in alignment with Sales.

Skills

Onboarding

Renewals

QBRs

CRM workflows

Risk management

Education

Bachelor's degree

Tools

CRM systems

Job description

ITW is seeking a Customer Success Specialist to drive retention, renewals, and long-term value realization across an assigned book of business. This role partners with Field Operations and Sales to improve retention, net revenue retention, and customer satisfaction.

Responsibilities include onboarding customers, executing QBRs, managing renewal engagement, and surfacing upsell/cross-sell opportunities while maintaining CRM documentation.