Customer Success Specialist - SaaS Retention & Growth

Foundation Software; Strongsville (OH); On-site; USD 52,000 - 75,000; Full time

Benefits offered by this job

Paid vacation

401(k) with match

Tuition reimbursement

Medical, dental and vision insurance

Liberty Mutual discounts

Job summary

Foundation Software is hiring a Customer Success Representative in Ohio to nurture relationships with existing customers and prevent churn. You’ll identify at-risk accounts, promote new software solutions, and guide clients through onboarding, adoption, and renewal processes.

Ideal candidates have SaaS experience, strong communication, and the ability to manage multiple client issues with empathy and efficiency.

Qualifications

• Prior experience in SaaS software, sales, or customer success within a tech company is preferred.
• Excellent organizational skills, with the ability to manage multiple client issues simultaneously.
• Strong communication skills, both verbal and written, with an ability to engage and effectively resolve customer concerns.
• Ability to work independently, efficiently completing tasks with minimal supervision.

Responsibilities

• Conduct outgoing calls to existing SaaS customers, helping them maximize the value of the platform for their organization.
• Identify and generate new sales opportunities within the existing customer base.
• Foster strong, long-term relationships and build trust with customers through open and interactive communication by overseeing their experience throughout the customer lifecycle – from onboarding through adoption, expansion and beyond.
• Document and track customer interactions and key details within Salesforce CRM and other SaaS tools.
• Address customer complaints by offering solutions and alternatives, following up to ensure satisfactory resolution.
• Work closely with customers at risk of cancellation or downgrade, identifying their needs and providing tailored solutions to enhance satisfaction and maintain their business.
• Collaborate with internal teams to resolve recurring customer issues and enhance the overall customer experience.

Skills

SaaS Sales

Customer Success

Strong communication

CRM (Salesforce)

Time management

Independent work

Education

Bachelor's degree preferred

Tools

Salesforce

Zoom

Microsoft 365

Job description

Foundation Software is hiring a Customer Success Representative in Ohio to nurture relationships with existing customers and prevent churn. You’ll identify at-risk accounts, promote new software solutions, and guide clients through onboarding, adoption, and renewal processes.

Ideal candidates have SaaS experience, strong communication, and the ability to manage multiple client issues with empathy and efficiency.