Customer Success Specialist

Service Express; Grand Rapids (MI); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Opportunities for personal growth

Paid volunteer hours

Comprehensive health insurance

50% reimbursement for health club membership

401(k) company match

Job summary

A leading IT services firm in Grand Rapids is seeking a Customer Success Specialist. This hybrid role involves managing customer renewals and building strong relationships to ensure satisfaction and retention. Ideal candidates will have 2+ years of experience in customer success or sales support and be proficient in Salesforce and Microsoft Office. Enjoy personal growth opportunities and comprehensive health benefits from day one.

Qualifications

• 2+ years of experience in customer success, contract management, or sales support.
• Comfortable communicating directly with customers and finding workable solutions.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Manage customer renewals proactively 120–150 days before contract expiration.
• Build and maintain customer relationships to drive satisfaction.
• Generate and finalize contracts, quotes, and renewals.

Skills

Customer relationship management

Communication skills

Organizational skills

Problem-solving

Salesforce proficiency

Microsoft Office proficiency

Tools

Salesforce

Microsoft Office

Job description

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This position is hybrid, meaning being in our Grand Rapids office 3 days a week and remote the other 2 days.

At Service Express, people are the heart of what we do – our customers, our teammates, and our community. As we continue to grow, we’re looking for a Customer Success Specialist who’s not only great at managing details behind the scenes but also enjoys getting in front of customers to build strong, lasting relationships.

In this position, you’ll serve as a key connection point between our customers and internal teams. You’ll ensure renewals, contracts, and billing run seamlessly while helping customers feel supported and valued every step of the way. If you thrive on creating smooth processes, solving problems before they arise, and partnering with both customers and sales teams to deliver an exceptional experience, this could be a great fit for you!

What you’ll do

• Partner with Account Executives to manage customer renewals, proactively engaging 120–150 days before contract expiration.
• Build and maintain customer relationships to drive satisfaction and retention.
• Generate and finalize contracts, quotes, and renewals through Salesforce and internal systems.
• Ensure accurate and timely updates to customer records and billing details.
• Support the Sales Team with contract and billing questions, large requests, and customer reporting.
• Coordinate with internal teams (such as Service, Contracts, Billing, and Technical) to resolve customer questions and ensure a smooth experience.
• Gather purchase orders and manage invoicing timelines to prevent disruptions in service.
• Contribute ideas to improve processes and enhance customer experience.
• Participate in regular team meetings, sharing insights, and supporting a culture of collaboration and growth.

What we’re looking for

• 2+ years of experience in customer success, contract management, or sales support
• Comfortable communicating directly with customers and successfully navigating "grey areas" to find workable solutions
• Ability to stay organized, manage multiple priorities, and adapt within fast-paced environment
• Proficiency with Microsoft Office; Salesforce experience is a plus
• Collaborative mindset with a willingness to support teammates and customers alike
• Experience in a technology or service-based company ideal but not required

What we offer

• Opportunities for personal growth and career advancement
• Paid volunteer hours and a day off for your birthday
• Comprehensive health insurance options starting on your first day
• 50% reimbursement for your health club membership
• 401(k) company match to help you plan for the future

Service Express is an equal opportunity employer. Authorization to work in the country you are applying to is a precondition of employment. Service Express does not sponsor applicants for work visas.

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Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• IT Services and IT Consulting