M
Customer Success Specialist
Mindlance
🇺🇸 United States
Remote
1 week ago
1 week ago
Title:CS Specialist
Location:Austin, TX - Remote
Duration:12 months
Role A — CS Specialist, Tier 2
The core of the team — interpretive-to-consultative, managing a pooled or dedicated Tier 2 book and accountable for retention, customer health, and adoption outcomes.
Core Responsibilities
- Own a share of a pooled, queue-routed book at a target ratio of approximately 1:150 rather than a fixed 1:1 account list, responding to inbound customer needs routed through a shared queue rather than a personal CSM inbox.
- Operate reactively and against customer signals within a book supported by automated, digitally delivered account briefs and insights — stepping in when a customer engages or when a health signal indicates intervention is needed, rather than following a fixed proactive cadence.
- Provide seamless coverage for teammates' accounts during absences or periods of overflow, using the queue's routing and reassignment logic.
- Monitor customer health scores and feature-adoption trends, with particular attention to engagement decay on features that reset every 30 or 90 days and intervene early when usage declines.
- Find expansion opportunities as they arise organically from customer conversations and create Qualified Customer Success Leads as appropriate
- Protect logo and dollar retention as the primary success measures for the initial cohort — lead retention conversations, diagnose whether an issue is technical, functional, or operational, and escalate genuine commercial or gray-area issues to the appropriate Client FTE.
- As scope expands into Tier 2a and Tier 2b accounts, provide guided onboarding confirmation, adoption and workflow consulting, and specialist first-attach motions across areas such as Money/Payments, Bill Pay, and Payroll, warming qualified opportunities for Client FTE close.
- 2–5 years of experience in a relationship-first Customer Success, account management, or consultative role — not a project-based, "get them live and move on" background. Client draws this distinction explicitly from its Implementation Consultant profile.
- Demonstrated ability to build durable, long-term customer relationships and execute a retention motion, not simply a growth or new-business motion.
- Comfort operating within a pooled, queue-routed model without dedicated 1:1 account ownership, including providing coverage across teammates' accounts when needed.
- Strong business acumen. Experience in finance, accounting, bookkeeping, or B2B SaaS is a meaningful advantage, particularly for future Tier 2b specialist attach work, but remains secondary to relationship-building and retention capability.
“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”
Customer Success Specialist · Mindlance