Senior VIP Customer Success & Retention Specialist

GSM Outdoors, LLC; Dallas (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

GSM Outdoors, LLC is seeking a Senior Customer Success Specialist to elevate service for Wireless customers using 5+ cameras. You will handle high-value accounts, perform advanced technical support, and lead retention discussions to protect recurring revenue.

This role blends troubleshooting expertise with strategic retention, managing complex cases and driving customer lifetime value. You will collaborate across teams, document trends for product feedback, and guide customers through app

Qualifications

• 3+ years in Customer Service, Wireless Tech Support, or VIP retention.
• Experience handling high-value multi-device accounts and subscriptions.
• Proven ability to troubleshoot complex cellular/app issues and guide customers.

Responsibilities

• VIP Account Management: primary escalation contact for multi-device customers and high-value accounts.
• Retention & Revenue Protection: lead save conversations, identify root causes, apply retention strategies.
• Escalation & Cross-Functional Collaboration: partner with App Dev, warehouse and sales; document defects.
• Performance Metrics: track retention, CSAT, FCR, escalation reduction, and case accuracy.

Skills

Customer service

Wireless support

Technical troubleshooting

Retention strategy

Cross-functional collaboration

App navigation guidance

Documentation

Job description

GSM Outdoors, LLC is seeking a Senior Customer Success Specialist to elevate service for Wireless customers using 5+ cameras. You will handle high-value accounts, perform advanced technical support, and lead retention discussions to protect recurring revenue.

This role blends troubleshooting expertise with strategic retention, managing complex cases and driving customer lifetime value. You will collaborate across teams, document trends for product feedback, and guide customers through app