Strategic Customer Success Specialist — Growth & Retention

FF Inc; Georgetown (TX); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Remote or hybrid options

Job summary

FF Inc. in Georgetown, TX is seeking a Customer Success Specialist to be the primary contact for a client portfolio, driving adoption, renewals, and expansion opportunities. You will guide customers through onboarding, achieve strong retention, and partner with Sales to grow revenue.

The role emphasizes strategic conversations, relationship-building, and data-driven health tracking to ensure ongoing value and successful outcomes for clients and the company.

Qualifications

• 0–3 years in a customer-centric role.
• Strong relationship-building and communication skills, comfortable speaking with decision-makers.
• Consultative, value-driven mindset with ability to spot growth opportunities.
• Driven, goal-oriented, and energized by retention and revenue KPIs.
• Familiarity with CRM tools and customer success platforms such as Salesforce, Gainsight, or HubSpot.
• Experience in SaaS, tech, or a subscription-based model is a plus.

Responsibilities

• Own and manage a book of business as trusted advisor and point of contact for each client.
• Proactively engage with customers to drive satisfaction, product adoption, and ROI.
• Identify expansion opportunities (upsells, add-ons, upgrades) and collaborate with sales to close.
• Lead renewal conversations focused on long-term value and retention.
• Track customer health, usage, and satisfaction to flag risks and intervene early.
• Deliver onboarding, product training, and strategic check-ins to drive success.
• Collaborate cross-functionally with Product, Support, and Marketing and advocate for client needs.
• Maintain notes and pipeline activity in CRM (Salesforce or HubSpot).

Skills

Relationship-building

Communication

Consultative mindset

Goal-oriented

KPIs

CRM tools

Sales influence

Customer success

Tools

Salesforce

HubSpot

Gainsight

Job description

FF Inc. in Georgetown, TX is seeking a Customer Success Specialist to be the primary contact for a client portfolio, driving adoption, renewals, and expansion opportunities. You will guide customers through onboarding, achieve strong retention, and partner with Sales to grow revenue.

The role emphasizes strategic conversations, relationship-building, and data-driven health tracking to ensure ongoing value and successful outcomes for clients and the company.