Customer Success Specialist

Crux Haven Opco LLC; Dallas (TX); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive pay based on experience

On-the-job training

Growth opportunities

Team-oriented environment

Consistent year-round work

Benefits + PTO

Job summary

Veridian Service Partners is seeking a Customer Success professional to own post-sale cancellations, de-escalate objections, and construct win-win resolutions that protect revenue. You will work from a defined menu of options, escalating beyond limits when necessary and documenting root causes for continuous improvement.

As the first line in customer recovery, you will build the save playbook, report on retention metrics, and help scale the team as the business grows across markets.

Qualifications

• 3+ years in retention, escalations, or save-desk in a high-volume environment.
• Experience working across sales, field operations, and project management to resolve customer issues.
• CRM case management proficiency; Salesforce (or i360) preferred.

Responsibilities

• Own every post-sale cancellation request; drive the save and keep projects on books.
• De-escalate, surface objections, and build a resolution path within defined limits.
• Follow defined resolution options; escalate beyond limits to leadership when needed.
• Handoff saved projects to the project manager and re-engage the customer as needed.
• Document root causes of cancellations; monitor at-risk projects across markets.

Skills

CRM ownership

Customer advocacy

Empathy with accountability

Ownership & follow-through

Clear, calm communication

Tools

Salesforce

i360

Five9

Job description

About this position

At Veridian Service Partners, we believe in putting people first—our team, our customers, and our communities. Backed by private equity and focused on growth through both organic expansion and acquisitions, we are building the most admired and profitable home services company in America’s top 50 markets.

Veridian is more than just a name; it represents growth, integrity, and opportunity. We’re expanding across the outdoor services space with a commitment to quality, professionalism, and a culture rooted in respect and teamwork. Join us as we continue to grow, innovate, and make a lasting impact—one backyard at a time.

Why work with us:

• Competitive pay (based on experience)
• On-the-job training
• Company Expansion and growth opportunities
• Team-oriented work environment
• Consistent work year-round
• Great benefits + PTO package

About the role:

Some Precision Pool Restoration customers decide they want out between contract and completion. When they do, you own the moment. Every post-sale cancellation request in the company comes to you: de-escalate, surface the real objection, and build the resolution path that keeps the project on the books. Every save is revenue we already earned and refused to lose.

Saving a customer is a craft: hear the problem under the frustration, know what the business can commit to, and close the gap. You work from defined resolution options with clear limits — and the best saves happen before the cancel call, by watching the signals and calling first.

You are the first hire in our customer success function. You'll build the save playbook and the cancellation data we've never had — and as the function proves out, you'll help build the team that runs it.

What you'll do

• Own every post-sale cancellation request in the company. Every save runs through this desk.
• De-escalate, surface the real objection, and build the resolution path that keeps the project on the books.
• Work from a defined menu of resolution options with pre-approved limits. Never commit what the business can't deliver — anything beyond the limits goes to the Director, Inside Sales for a same-day decision.
• End every save with a handoff: project back on the books, customer back with their project manager.
• When a project can't be saved, process the cancellation cleanly: confirm terms, coordinate finance and operations, and close the file with no loose ends.
• Document the root cause of every cancellation request — saved or lost.
• Watch the signals that a project is heading toward cancellation — stalled schedules, missed appointments, repeat inbound calls — and make the save call before the customer makes the cancel call.
• Maintain a live view of at-risk projects across all markets, prioritized by revenue at risk.
• Notify the project manager before any proactive contact — the customer never hears two versions of the same conversation.

Save Reporting & Voice of the Customer

• Log every request, contact, disposition, and outcome in i360 (Salesforce).
• Report save rate, retained revenue, and cancellation reasons to leadership weekly.
• Tell leadership why customers try to leave and what it takes to fix it upstream. This desk succeeds when the drivers get fixed and the queue shrinks — not when the volume gets absorbed.

What we are looking for

To effectively perform the duties for this position, individuals must be able to demonstrate competencies that are essential to the position.

Experience

• 3+ years in retention, escalations, or save-desk work in a high-volume environment.
• Contact center experience strongly preferred; home services or other long-cycle project businesses a plus.
• A track record of turning cancellation requests into saves.
• Experience working across sales, field operations, and project management to resolve customer issues.

Technical & Functional Skills

• CRM case management proficiency; Salesforce (or i360) strongly preferred.
• Comfortable on Five9 or similar phone systems.
• Clear, calm, professional communication on the hardest calls.
• Nothing dropped: every commitment tracked to closure.
• Customer Advocate: Fights for the customer while protecting the company's commitments.
• Composure Under Pressure: Listens first. De-escalates when emotions run high.
• Ownership & Follow-Through: Every open issue is theirs until it's resolved.
• Empathy with Accountability: Hears the customer out, then drives to a resolution.
• Process Discipline: Documents everything. Works the playbook. Improves it.
• Move with Purpose: A cancellation request is revenue walking out the door. Respond same day, every time, with a plan.
• Own the Outcome: Accountable for the save and the fix behind it — not just the phone call.
• Build on Trust: Never promise what we can't deliver. Always deliver what we promise.

Physical Requirements

• On-site, office-based role in a contact center environment.
• Prolonged periods of sitting and working at a computer.
• Sustained time on the phone, including difficult and emotionally charged conversations.
• Frequent communication by phone, video, and in person; must be able to exchange accurate information.