Customer Success Associate (Remote)

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Remote Customer Success Associate Opportunity

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by Chris Durst        Dec. 23, 2024

Exciting Role as a Remote Customer Success Specialist at Lexipol

Lexipol, a leader in policy, training, and wellness support for public servants and first responders, has announced a vibrant opportunity for a Remote Customer Success Specialist on their career portal. As a proactive team member in this position, you’ll be vital in managing business portfolios to ensure customer retention and drive service adoption, alongside responding to potential escalations. Building robust client relationships and identifying possible risks while utilizing customer metrics for strategic account prioritization are key tasks in this role.

Applicants should possess over two years of experience in customer success roles, familiarity with Customer Relationship Management (CRM) tools, proficiency in Microsoft Office, and excellent verbal and written communication skills. The starting salary for this position is $50,500 annually, complemented by the potential for bonus incentives and a comprehensive benefits package.

Roles and Responsibilities of the Remote Customer Success Associate

The Customer Success team actively ensures positive customer relationships, encouraging growth through upselling and customer retention. By collaborating with other departments, like Professional Services and Sales, this team is instrumental in providing a cohesive customer experience. As a Customer Success Specialist, you will be the main liaison for clients, coordinating with various teams to maintain satisfaction across diverse services and platforms.

Strategies for Success in this Role

Retention and Customer Satisfaction (30%)

• Maintain strong ties with assigned customers, ensuring regular interactions for optimal satisfaction.
• Utilize system-driven insights to preemptively address risks, such as potential product issues.
• Actively monitor customer health metrics, executing data-driven actions for improvement.
• Implement feedback channels to continuously enhance customer value from products.

Fostering Customer Health and Advocacy (30%)

• Utilize customer success software for annual business reviews, ensuring alignment with customer goals.
• Leverage health metrics to prioritize necessary customer engagements.
• Promote new features and updates to enhance user experience.
• Facilitate customer involvement in testimonials and referral programs.

Renewal and Contract Management (30%)

• Ensure timely contract renewals under optimal conditions.
• Work with customers and internal teams during renewals to discuss pricing and contract changes.
• Provide clear communication about contract details and potential updates.

Expanding Client Relationships (10%)

• Identify upsell and cross-sell possibilities within the current customer base.
• Collaborate with the Sales team to present features aligned with customer needs.
• Continuously review accounts to identify and leverage expansion opportunities.

Qualifications for the Remote Customer Success Role

• 2+ years in customer success, account management, B2B sales, or related service roles.
• Experience with CRM tools in a B2B setting.
• Business process improvement and analytical skills.
• Indepth knowledge of Microsoft Office and business software systems.
• Strong project management capabilities in fast-paced environments.
• Excellent communication skills, including conflict resolution and customer engagement.
• Adept at multitasking, with a high level of organization.
• Strong independent and collaborative working skills.

Preferred Qualifications

• Experience in B2B sales, particularly in upselling and cross-selling.
• Knowledge of public safety sectors is an advantage.
• Experience in a B2B SaaS environment.

Performance Goals and Employee Value Proposition

Retention Goals

• Aim for 90% customer retention over the next year.
• Reduce churn by 10% through early engagement and strategies to improve customer relations.

Growth Targets

• Enhance upsell and cross-sell revenue by 10% within existing clientele.

Customer Health Targets

• Conduct all scheduled annual business reviews.
• Enhance customer health scores by 20% through targeted engagements.
• Boost customer product use by 25%, focusing on underutilized features.

Lexipol fosters a supportive environment offering numerous opportunities for career advancement and professional development. With a focus on integrity, collaboration, and innovation, team members benefit from a comprehensive benefits package, including health insurance, education benefits, and 401(k).

This role is ideal for individuals authorized to work in the U.S., as sponsorship is currently unavailable. The expectations mentioned are not exhaustive, and other duties may be assigned as needed by management.

Compensation and Benefits

Lexipol provides competitive compensation, including incentives and a robust benefits package, featuring a 401(k) with company matching and flexible time off.

How to Apply for the Remote Customer Success Role

Please note, Rat Race Rebellion is not involved in the application or hiring process. We are a job board facilitating opportunities.

CLICK HERE for full details and to apply for this Remote Customer Success Specialist position. Explore more roles on our Newest Jobs & Gigs page. Stay informed about similar opportunities by joining our free Telegram channel. Wishing you success in realizing your work-from-home aspirations!

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