Customer Success Specialist II

Overview

Job Summary:

The Customer Success Specialist II will play a pivotal role in ensuring the seamless onboarding and successful implementation for CareerCircle accounts.  The Customer Success Specialist II will manage a portfolio of existing client partners and accounts with a strong focus on portfolio expansion. The primary responsibilities will include building and maintaining strong relationships with clients, understanding their evolving needs and challenges, and providing continuous support, guidance, and stewardship.  This position will be responsible for the strategy of account growth, identifying a pathway to service the accounts while expanding the portfolio.

 

The Customer Success Specialist II will act as a trusted advisor to executive stakeholders, aligning CareerCircle solutions to client business objectives. This role requires a proactive, data-driven approach to identifying opportunities, mitigating risk, and shaping account strategy. In addition to managing client relationships, the Customer Success Specialist II will partner cross-functionally and lead the strategic growth plan.

 

In-Office Requirement:

• This role is a fully remote opportunity within the USA

Responsibilities

Essential Functions:

• Owns the strategy, retention, and expansion of a portfolio of high-value accounts, with accountability for revenue growth, renewal performance, and long-term partnership value.
• Lead executive-level business reviews, translating performance data into strategic recommendations that align with client goals and drive measurable outcomes
• Develop and execute multi-year account plans aligned with customer business objectives that identify growth opportunities, risk mitigation strategies, and establish long-term partnership value
• Drive contract renewal strategy, including leading pricing discussions, client positioning, and negotiation, in partnership with finance and sales leadership
• Identify and proactively pursue upsell and cross-sell opportunities to increase contract value and deepen partnerships
• Serve as a strategic consultant to clients on marketing, employer branding, recruiting strategies, and inclusive hiring practices
• Act as a subject matter expert in workforce inclusion, contributing to thought leadership and evolving service offerings
• Influence internal strategy across sales, marketing, product, and operations to ensure alignment on account strategy and delivery, based on customer insight.
• Anticipate customer risks and proactively implement risk mitigation strategies and solutions that improve outcomes, strengthen retention, and protect revenue.
• Oversee onboarding and implementation for high-value accounts, ensuring a strong foundation for long-term success
• Analyze account performance data and industry trends to inform recommendations and strategic direction
• Maintain accurate forecasting for renewals and expansion within assigned portfolio
• Provide guidance, mentorship, and support to Customer Success team members, contributing to team development and best practices
• Support the development and refinement of scalable processes, playbooks, and customer success strategies
• Maintain CRM accuracy and documentation to support visibility, forecasting, and operational excellence

Qualifications

Supervisory and/or Management Experience:

• Acts as a player/coach to business development team members
• Contributes to a culture of accountability, strategic thinking, and continuous improvement
• Serves as a resource for complex accounts, escalations, and strategic decision-making

Minimum Education and/or Experience:

5+ years of experience in customer success, account management, or business development, with a proven track record of growth and retention

Skills/Abilities:

• Proven track record of managing and growing a book of business, including renewals and expansion revenue
• Strong business acumen with the ability to align solutions to client objectives and outcomes
• Demonstrated ability to influence and build relationships with executive-level stakeholders
• Advanced problem-solving skills with the ability to navigate complexity and ambiguity
• Strong analytical skills with the ability to translate data into actionable insights
• Excellent communication and presentation skills, with experience leading executive-level discussions
• High level of ownership and accountability for results
• Ability to operate both strategically and tactically in a fast-paced environment
• Profic