Customer Success Specialist

OnLogic; Cary (NC); On-site; USD 70,000 - 95,000; Full time

Job summary

OnLogic is seeking a Customer Success Operations professional to act as the proactive support engine and primary customer advocate for our core accounts. This role requires onsite presence at our Cary, NC office to deliver high-touch service and drive account growth.

You will nurture relationships, manage renewals, and coordinate cross-functionally with Engineering, Supply Chain, and Sales Operations to resolve issues and identify expansion opportunities.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 3+ years of experience in Customer Success, Account Support, Account Management, or Sales Operations.
• Proven focus on customer experience and advocacy.

Responsibilities

• Deliver world-class customer experiences by nurturing accounts and ensuring long-term satisfaction and retention.
• Leverage CRM tools and automations to track reorder cycles, signals, and proactive outreach.
• Serve as primary customer advocate for post-sale support, quotes, and migrations.
• Handle complex support requests and escalations via HubSpot, coordinating with Engineering, Supply Chain, and Operations.
• Identify growth opportunities and route warm expansion signals and qualified leads to Sales.
• Track key metrics like NPS, revenue retention, and account activation.
• Maintain clean CRM records with detailed customer interactions for a seamless experience.

Skills

Customer success

Relationship building

CRM proficiency

HubSpot

Technical aptitude

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

HubSpot

Job description

As a member of the Customer Business Operations team at OnLogic, you will be the proactive support engine and primary customer advocate for our core account base. In this role, you will focus on delivering outstanding customer care, preventing churn, and nurturing long-term account growth. By leveraging automated workflows and account health signals, you will streamline follow-ups and ensure every customer receives a high-touch, memorable experience. We believe in the power of in-person collaboration and the benefits of a strong workplace community.

Therefore, this role requires an onsite presence at our South Burlington, Vermont or Cary, North Carolina office.

In this role, you'll be responsible for:

• Delivering world-class customer experiences by actively nurturing customer accounts, building strong relationships, and ensuring long-term satisfaction along with account retention.
• Maximizing tools, system alerts, and automated workflows to efficiently track customer reorder cycles, spot potential friction early, and engage high-potential accounts proactively with tailored support.
• Serving as the primary customer advocate for post-sale support, repurchase quoting, and product migration requests, while providing a smooth support journey.
• Managing and resolving complex customer support requests and ticket escalations via HubSpot, acting as the internal voice of the customer across Engineering, Supply Chain, and Operations.
• Identifying customer growth opportunities and routing warm expansion signals and qualified leads to Sales.
• Tracking key success metrics, including Customer Satisfaction (NPS), Revenue Retention, Account Reactivation rates, and Sales Capacity Gain.
• Maintaining clean CRM records and logging detailed customer interactions to ensure a seamless, personalized customer experience across team.

The team you will be joining: Our Sales & Marketing team is a collaborative crew of digital marketers, creative storytellers, revenue drivers, and account strategists dedicated to positioning OnLogic as the first choice in edge computing and helping customers make the impossible possible. Together, they build demand, fuel growth, and champion the customer experience across every touchpoint. From creative campaign development and ecommerce management to strategic account growth, complex solution selling, and partner co-sell motions, this team bridges brand awareness with high-impact revenue generation and scalable sales operations.

Learn more about Life at OnLogic: www.onlogic.com/life-at-onlogic

Qualifications

• Bachelor's degree in Business Administration, Communications, Marketing, or a related field (equivalent professional experience will be considered).
• At least 3 years of experience in Customer Success, Account Support, Account Management, or Sales Operations.
• A deep passion for customer experience with a proven track record of advocate-first customer support and relationship building.
• Proficiency with CRM systems (preferably HubSpot) for ticketing, account tracking, and workflow automation.
• Technical aptitude and comfort discussing hardware solutions; prior experience or knowledge of industrial compute, rugged edge systems, or tech hardware is a plus.
• Demonstrated ability to leverage modern customer tools and automation to identify health signals, organize efficient outreach, and drive proactive account nurture strategies.
• Ability to work in the U.S. without visa sponsorship, now and in the future.

Who we’re looking for

A customer experience champion who is deeply passionate about customer happiness, takes pride in removing friction, and thrives on delivering dedicated, empathetic care.

A proactive nurturer and relationship builder who views every customer as a strategic partner and seeks out opportunities to add value at every stage of their journey.

An efficient, tech-savvy problem solver who leverages tools and automation to spot account health signals early, anticipate reorder timelines, and maximize outreach impact.

A strong cross-functional communicator who can articulate customer needs internally and collaborate seamlessly across Engineering, Legal, Supply Chain, and Sales Operations to resolve complex issues.

A collaborative team player who works closely with teammates to share operational responsibilities and balance workloads effectively across the team.

Who we are

OnLogic employees have the opportunity to shape our future and drive impactful change. We design and manufacture specialized edge computing solutions for companies all over the world, helping them to make the seemingly impossible possible. Our computers are designed to work where others fail, and it's our vision to be the first choice in edge computing. To make that vision a reality, we've built a team of ambitious problem solvers, guided by the company's core values of Open, Fair, Innovative, and Independent. We have an open office, open salaries, and strive to be fa