Customer Success Specialist

FieldPulse is a fun, dedicated, and growing team that is building modern applications for small home service businesses (plumbers, electricians, HVAC, specialty contractors, etc.) to help organize and run their business operations.

In this role you'll be at the forefront of the customer success process, making a huge and direct contribution to our success. As our Customer Success Specialist, you will not only be building business relationships, but you will be our brand advocate. You should be passionate about helping hard-working people, love learning and teaching new technology, and have a strong work ethic.

Role Summary
As a Customer Success Specialist at FieldPulse, your mission is to ensure customers achieve meaningful outcomes and continue to grow with us. You will manage a scaled book of business, helping customers adopt the right features, solve business challenges, and realize the full value of FieldPulse. You are responsible for retention and expansion across your portfolio by delivering outcomes that create value and build trust.

Key Responsibilities

• Drive Customer Outcomes: Understand each customer’s goals, workflows, and success criteria Align FieldPulse functionality to deliver tangible results. Proactively track and reinforce progress toward those outcomes.
• Engage Strategically at Scale: Manage a book of 100 to 250 customers with a mix of digital and human engagement. Use customer health, usage data, and lifecycle to prioritize touchpoints. Deliver timely, personalized insights and recommendations that support value realization
• Foster Retention and Growth: Own renewals and identify expansion opportunities based on product fit and usage trends. Recommend upsell and cross-sell options that address real customer needs. 
• Act as a Trusted Advisor: Serve as a trusted partner by offering product expertise and practical guidance. Lead customer check-ins, value conversations, and workflow strategy discussions.  Advocate for customer needs internally by capturing and sharing relevant feedback.
• Operate with a Revenue and Results Mindset: Take ownership of Net Revenue Retention and churn mitigation across your portfolio. Focus on driving customer outcomes that directly impact retention and growth metrics

Required Skills & Experience:

• At least 1-2 years of experience in a customer-facing role in a high-engagement environment. 
• Exceptional communication skills, with the ability to clearly articulate complex ideas and concepts.
• Strong follow-up skills, ensuring that customer needs and expectations are consistently met.
• Demonstrated project management experience, with the ability to lead and manage multiple projects simultaneously.
• Ability to work in a fast-paced, dynamic environment.
• Strong problem-solving skills, with a proactive and solutions-oriented mindset.

Preferred Qualifications:

• Experience working for an early-stage SaaS company.
• Familiarity with customer success methodologies and best practices.
• Ability to thrive in a fast-paced, dynamic environment.