Customer Success Specialist

Position Summary

The Customer Success Specialist is a commercial owner for an assigned portfolio of existing DataCore customers. This role carries full commercial responsibility for renewal execution retention and account growth driving a revenue-based quota through disciplined renewal management and proactive upsell and cross-sell into the existing account base.

Reporting to the Manager - Customer Success the Customer Success Specialist partners closely with Sales Pre-Sales and Operations to secure every renewal ahead of schedule mitigate churn risk and expand accounts across DataCores full product portfolio including PixitMedia offerings. Success in this role requires a hunters mentality applied to an existing customer base: proactive target-driven and disciplined in CRM-based reporting and forecasting.

Key Responsibilities

Renewal Ownership & Revenue Quota

Own full commercial responsibility for a large assigned portfolio of existing DataCore customers as the primary point of contact for renewals retention and account growth

Manage a high volume of renewal contacts daily via outbound phone and email

Drive every renewal due each quarter to closure while proactively securing renewals scheduled further out ahead of schedule

Achieve revenue-based quota through renewals and expansion business including multi-year renewals additional capacity and new products

Account Growth & Retention

Maintain in-depth current knowledge of every account in the portfolio; identify churn risk early and deploy appropriate commercial actions to retain and grow the base

Detect new projects within existing accounts and generate expansion revenue through upsell and cross-sell across the full DataCore and PixitMedia product catalog

Build and maintain relationships with a large customer base in partnership with the field Sales organization escalating challenges to the broader business

Collect customer testimonials and references to support DataCores broader sales and marketing efforts

Cross-Functional Collaboration

Partner with Sales Pre-Sales and Operations to secure at-risk or late renewals

Act as backup for other members of the Customer Success team and the wider Sales and Pre-Sales organizations to ensure continuity of service

Liaise between customers and internal departments Order Management Technical Customer Support Marketing and Sales to resolve customer concerns

Reporting & Process Discipline

Maintain Salesforce with accurate timely customer data activity and call/meeting transcripts; prepare and distribute activity reports to ensure business visibility and accurate forecasting

Identify customer requirements and roadblocks applying strong account management and commercial skills to drive deals to on-time closure

Resolve product or service issues by clarifying the complaint determining root cause and following up to ensure resolution

Provide feedback on the efficiency of the customer service process

Ideal Candidate Profile

Experience & Education

Bachelors degree or equivalent

35 years of experience in a similar role within the IT/SaaS industry with a demonstrated track record in sales and in growing an existing customer base through upsell and cross-sell

Hands-on experience with Salesforce or a similar CRM strongly preferred

Excellent verbal and written communication skills in English; additional languages a plus

Skills & Abilities

Proven success building and maintaining relationships with external customers and channel partners

Strong hunting sales mentality with a track record of overachieving revenue targets in a fast-paced quota-carrying environment

Proactive and solution-oriented consistently bringing new ideas to grow and protect the customer portfolio

Motivated self-starter able to manage a high volume of outbound calls and email communication

Strong team orientation; able to collaborate with and back up colleagues across Customer Success Sales and Pre-Sales

Excellent interpersonal negotiation and organizational skills

Sound judgment and decision-making ability operating independently on transactional matters without direct supervision

Physical Demands

This role is primarily performed in an office lab or remote work environment and requires the ability to sit or stand for extended periods operate standard computer and lab equipment and communicate effectively via phone video and in person. Occasional travel to customer sites may be required. Reasonable accommodations will be made in accordance with the Americans with Disabilities Act (ADA) to enable individuals with disabilities to perform the essential functions of this role.

Equal Employment Opportunity

DataCore Software is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability veteran status or any other characteristic protected by applicable law.