Remote Renewals & Customer Success Specialist

Jobicy; United States; Remote; USD 55,000 - 90,000; Full time

Benefits offered by this job

HMO coverage

13th-month pay

Equipment provided

Job summary

LevelUp is a specialist outsourcing agency seeking a Customer Success Specialist to own renewal processes, contract administration, and customer retention for high-volume accounts. The role collaborates with CSMs to deliver a unified, high-quality customer experience across North America Central Time.

This fully remote position requires a proactive, agile professional with strong data integrity skills and a track record in SaaS or tech environments.

Qualifications

• 1-2 years in a customer-facing role such as Account Management, Sales, Support, or Customer Success.
• Exceptional written and verbal communication; manage high-volume email/chat professionally.
• Experience in retention and escalations; comfortable handling live customer calls.
• Absolute adherence to scheduled hours (North America Central Time).
• Prior Customer Success experience is highly preferred.
• Background in a B2B SaaS or tech environment is a plus.

Responsibilities

• Renewal Management: Own end-to-end renewal for high-volume accounts; ensure timely contract execution and high GRR.
• Contract Administration: Manage amendments, billing inquiries, and CRM data integrity.
• Downgrade Management: Process downgrades per policy; document retention risks and escalate as needed.
• Special Projects & Initiatives: Support retention-focused campaigns and process pilots.
• Live Customer Engagement: Lead calls and virtual meetings to support renewal lifecycle.
• CSM Partnership: Collaborate daily with CSMs for a unified customer experience.
• Escalation Support: Act as first line for commercial escalations with Finance/Legal.
• Data Integrity: Maintain CRM hygiene with up-to-date renewal data.
• Process Improvement: Identify bottlenecks and suggest automation/workflow changes.
• KPI Performance: Drive Net Revenue Retention, On-Time Renewal Rate, Task Completion Speed.

Skills

Retention & escalations

CRM proficiency

Gainsight

Google Suite

Written & verbal comms

Live customer calls

Tools

Salesforce

Gainsight

Google Workspace

Job description

LevelUp is a specialist outsourcing agency seeking a Customer Success Specialist to own renewal processes, contract administration, and customer retention for high-volume accounts. The role collaborates with CSMs to deliver a unified, high-quality customer experience across North America Central Time.

This fully remote position requires a proactive, agile professional with strong data integrity skills and a track record in SaaS or tech environments.