Job Title – Customer Success Manager
Pay range - $26 – 28.41/hr.
Duration - 6 months
Location - Remote
Job Summary:
The Growth and Retention Specialist is a strategic, customer-facing role focused on protecting and growing our existing customer base. This position is central to our customer retention strategy, proactively engaging customers throughout their renewal lifecycle. Beyond simply processing transactions, you will serve as a primary point of contact, ensuring our customers not only continue to find value in our products but also discover new opportunities to grow with us.
Your primary responsibilities will be to secure renewals and identify and act on opportunities to upsell and cross-sell. This requires a deep understanding of customer objectives, the ability to articulate our value proposition effectively, and a commitment to finding solutions that meet their evolving needs. The ideal candidate will be adept at navigating customer conversations and independently driving positive commercial outcomes for both the customer and the business.
Responsibilities:
Own the Renewal Process: Manage the full renewal cycle, from initial communication to contract close. Proactively engage with customers to discuss upcoming renewals, address any concerns, and ensure a smooth, timely process.
Identify Upsell and Cross-Sell Opportunities: Actively listen to customer needs and challenges to identify and introduce additional products, services, or upgrades that will enhance their success and expand our footprint within their organization.
Negotiate and Problem Solve: Lead commercial discussions, including pricing negotiations, to secure renewals. Tactfully address and resolve any customer concerns or obstacles to ensure a successful outcome.
Serve as a Customer Advocate: Build strong relationships with customers, acting as a trusted advisor and a strategic liaison. Effectively communicate customer needs and feedback to internal teams, ensuring a rapid and comprehensive response.
Drive Internal Collaboration: Act as the primary link between the customer and internal teams (Sales, Customer Success, etc.). Route and escalate complex customer needs or issues to the appropriate team members, ensuring a unified and efficient approach to customer success.
Adhere to and Improve Processes: Follow established renewal processes while also contributing to their ongoing refinement based on customer feedback and interactions.
Experience: 1–4+ years of experience in a renewals, account management, or inside sales role, preferably within a B2B, SaaS, or technology environment. Proven track record of retaining and growing customer accounts.
Communication & Negotiation: Strong verbal and written communication skills with a proven ability to negotiate and persuade customers toward a positive outcome.
Customer Focus: A strong commitment to customer satisfaction and a passion for building long-term relationships that drive mutual growth.
Organizational Skills: Excellent organizational and time-management skills, with the ability to manage a high volume of tasks and deadlines while maintaining a focus on individual customer needs.
Technical Proficiency: Experience using Salesforce (or a similar CRM) is required.
Proactive & Self-Motivated: Ability to take initiative in addressing customer needs and a proactive approach to managing responsibilities and achieving targets.
Team Player: Ability to collaborate effectively with internal teams to ensure a holistic approach to customer success.
Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.
Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.
Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.