Customer Success Specialist

Summary

Join Workyard, a fast-growing startup, as a Customer Success Specialist and play a key role in client upgrades and annual renewals, ensuring revenue capture and retention. This fully remote US-based position, operating within CST, focuses on maximizing customer lifetime value. You will engage with clients proactively to drive renewals and upgrades, showcasing product features and value. The role involves creating demo recordings, communicating product updates, and identifying growth opportunities. You will also provide customer support and promote the referral program to cultivate customer advocacy. This position requires a strong track record in renewals and experience with Salesforce.

Requirements

• 3+ years of renewal experience with a track record of 100% or higher net retention
• Experience with nurturing a pipeline of upgrades with current clients without sacrificing relationships
• Salesforce experience

Responsibilities

• Engage with customers before renewal to ensure customer retention
• Deeply understand and communicate product features, product positioning and the value proposition for customers
• Perform live demos of new features and create sharable recordings
• Communicate product updates, enhancements, and industry insights to clients
• Find customers that show signs for growth opportunity and convert upgrades
• Provide customer support where needed to overcome objections for renewals and upgrades
• Introduce customers to the referral program and build customer advocates
• Assist with inbound support channels