Customer Success Specialist

Mindlance; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Mindlance is recruiting a Customer Success Specialist for a remote, 12-month contract. The role focuses on Tier 2 customers, delivering consultative guidance, monitoring product usage, and driving retention in a centralized service model.

The ideal candidate brings 2–5 years in customer success or related roles, with strong relationship management and the ability to recognize renewal risks. Experience with accounting or payroll SaaS is a plus.

Qualifications

• 2–5 years in Customer Success or related consultative role.
• Retention-focused relationship management with long-term engagement.
• Comfort with a shared-service environment and centralized work queue.
• Experience or familiarity with accounting/bookkeeping/tax software is beneficial.

Responsibilities

• Manage a portion of the Tier 2 customer population within a centralized service model.
• Monitor customer health indicators and product engagement to prioritize interventions.
• Maintain coverage when colleagues are unavailable and ensure consistent service.
• Lead retention discussions to identify root causes and preserve revenue.

Skills

Customer Success

Account management

Relationship management

Consultative communication

Financial acumen

Job description

One of our consulting client is hiring within the Customer Success team. Below are the details:

Title: Customer Success Specialist

Location: Remote

Duration: 12 months

Client is looking for Accounting / Financial Acumen and Experience with any Accounting / Bookkeeping / Tax or related software

Position Summary

The Tier 2 Customer Success Advisor supports an assigned segment of the customer base, helping clients realize ongoing value from their solutions while reducing the risk of customer loss. The role blends relationship management, customer problem-solving, usage monitoring, and consultative guidance.

Rather than functioning as the sole point of contact for a fixed set of accounts, the advisor works within a centralized service model in which customer requests and account interventions are prioritized and distributed according to need. Success is initially measured primarily through customer and revenue retention, with opportunities to take on broader adoption consulting and specialist solution engagement as the portfolio evolves.

What You Will Be Responsible For

Customer Portfolio and Service Delivery

• Manage a portion of the shared Tier 2 customer population, working toward a planning benchmark of approximately 150 customers per specialist. Handle cases and requests allocated through the central service queue instead of relying on individually assigned account relationships.
• Determine where customer engagement is needed by reviewing incoming requests, automated account intelligence, and customer health indicators. Focus attention on customers who request assistance or demonstrate signs of declining engagement, using a signal-led approach instead of a rigid outreach calendar.
• Help maintain consistent service across the team by taking responsibility for customer requests and account coverage when colleagues are unavailable or demand exceeds normal capacity. Follow the established processes for distributing and transferring work.

Customer Health and Retention

• Review customer health indicators and product engagement data to recognize emerging risks. Identify declining usage of features that require activity within recurring 30-day or 90-day windows and take appropriate steps to restore engagement before the customer relationship is jeopardized.
• Lead customer conversations aimed at resolving retention concerns and preserving existing revenue. Assess the underlying cause of dissatisfaction or reduced engagement, distinguishing technical difficulties from functional limitations or operational challenges.
• Recognize situations that require commercial judgment or fall outside standard support and adoption guidance. Escalate these cases to the designated Client FTE when decisions or interventions require their involvement.

Account Development and Solution Adoption

• Surface potential growth opportunities through routine customer interactions and submit Qualified Customer Success Leads when the relevant opportunity warrants further consideration.
• As the customer portfolio develops to include Tier 2a and Tier 2b segments, help validate onboarding completion, advise customers on effective product usage, and provide practical guidance on their business workflows.
• Introduce relevant specialist solutions when customer needs indicate a suitable opportunity, including capabilities related to Money/Payments, Bill Pay, and Payroll. Qualify customer interest and prepare appropriate opportunities for the Client FTE to progress toward commercial closure.

Experience and Capabilities Required

• Relevant customer-facing experience: Approximately 2–5 years in Customer Success, account management, relationship management, or a comparable consultative position. The preferred background involves continued customer engagement and value realization, rather than a delivery-focused implementation role that concludes primarily at go-live.
• Retention-oriented relationship management: Evidence of maintaining customer relationships over time, addressing dissatisfaction, and taking action to prevent account loss. A profile centered exclusively on acquiring new customers or generating incremental sales would not provide the same alignment.
• Adaptability in a shared-service environment: Ability to support a distributed customer portfolio without exclusive ownership of individual accounts. Candidates should be comfortable receiving work through a centralized queue and stepping in to maintain coverage across the team's customer base.
• Commercial awareness and business understanding: Strong business judgment and the ability to understand customer needs in context. Exposure to finance, accounting, bookkeeping, or business-to-business SaaS solutions is beneficial, particularly for future specialist solution engagement within Tier 2b. These domain strengths are supplementary to the primary requirement for customer relationship and retention expertise.

EEO:

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