Customer Success Specialist

Mindlance; Austin (TX); On-site; USD 65,000 - 85,000; Full time

Job summary

Mindlance's consulting client in Austin, TX is hiring a Customer Success Specialist – Tier 2. The role centers on retention, account health, and product adoption within a large pooled portfolio.

You will manage ~150 customers through a shared queue, build long-term relationships, and intervene based on health signals and usage patterns to maximize value. Ideal for a relationship-focused CS or AM who thrives in a signal-driven environment.

Qualifications

• Relationship-focused approach to customer success.
• Experience with high-volume, pooled customer portfolios.
• Strong business judgment and cross-functional collaboration.

Responsibilities

• Manage an assigned portion of a pooled Tier 2 customer portfolio via a shared queue.
• Build and maintain productive, long-term customer relationships across a high-volume book.
• Use health data and usage patterns to identify customers needing attention.
• Monitor engagement trends and take action when adoption weakens.
• Provide coverage for teammates during absences or high demand.

Skills

Relationship building

Customer success

Account management

Job description

One of our Consulting client is hiring for the below role:

Title: Customer Success Specialist – Tier 2

Location: Austin, TX

About the Role

We are seeking a relationship-focused Customer Success Specialist to join a Tier 2 customer success organization supporting a high-volume, pooled customer portfolio. This role is well suited to a customer success or account management professional who combines strong relationship skills with sound business judgment and enjoys working in a signal-driven environment.

Rather than managing a traditional fixed list of 1:1 accounts, you will work within a shared, queue-based model supporting a portfolio of approximately 150 customers. You will engage customers when they reach out or when account health and product-usage signals indicate that intervention is appropriate.

Your primary focus will be customer retention, account health, and product adoption, with opportunities to identify relevant expansion needs as they emerge through customer interactions.

What You'll Do

• Manage an assigned portion of a pooled Tier 2 customer portfolio, responding to needs routed through a shared support and success queue.
• Build and maintain productive, long-term customer relationships while working across a high-volume book.
• Use customer health data, adoption patterns, and account insights to identify customers who may need additional attention.
• Monitor usage trends, including declines in engagement with features that operate on recurring 30- or 90-day cycles, and take appropriate action when adoption begins to weaken.
• Provide coverage for other Customer Success Specialists during absences or periods of increased demand, using established queue-routing and reassignment

EEO:

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”