Customer Success Advocate

Role overview Serve as a primary contact for business customers, helping maintain satisfaction and retention while identifying ways to improve service value. The role balances resolving account health concerns with coordinating approved expansions and managing retention risks across customer and internal teams.

Responsibilities - Monitor customer health and coordinate intervention plans with internal partners to address dissatisfaction or stabilize at-risk accounts. - Lead service expansion and optimization opportunities, aligning teams and resources for a smooth transition. - Present estimates or proposals, obtain customer approval, and coordinate timelines, milestones, progress updates, and issue tracking. - Manage retention risks and customer offboarding activities when needed. - Juggle multiple projects and priorities while adapting to changing customer and business needs.

Requirements - Two to three years of experience in a corporate customer service environment, or a bachelor’s degree; alternatively, three or more years in B2B customer success. - Strong written and verbal communication skills. - Sound judgment and decision-making when details are incomplete or circumstances are changing. - Ability to organize concurrent projects, prioritize conflicting work, and operate with limited supervision. - Analytical problem-solving skills and accountability for service quality and business outcomes. - Ability to learn new software and systems.

Benefits and work setup - Full-time role with no travel requirement and standard work hours of 8:30 a.m. to 5:30 p.m. Eastern Time. - The position is listed at $23.07–$26.44 per hour, with a 5% discretionary annual bonus. - Applicants must be authorized to work in the United States; visa sponsorship is unavailable. Some U.S. states and territories are not supported for this role.