Customer Success Specialist

As scope expands into Tier 2a and Tier 2b accounts, provide guided onboarding confirmation, adoption and workflow consulting, and specialist first-attach motions across areas such as Money/Payments, Bill Pay, and Payroll, warming qualified opportunities for Client FTE close. Protect logo and dollar retention as the primary success measures for the initial cohort lead retention conversations, diagnose whether an issue is technical, functional, or operational, and escalate genuine commercial or gray-area issues to the appropriate Client FTE.

JOB DESCRIPTION:
Title: CS Specialist
Location: Austin, TX - Remote
Duration: 12 months

Role A CS Specialist, Tier 2
The core of the team interpretive-to-consultative, managing a pooled or dedicated Tier 2 book and accountable for retention, customer health, and adoption outcomes.
Core Responsibilities

• Own a share of a pooled, queue-routed book at a target ratio of approximately 1:150 rather than a fixed 1:1 account list, responding to inbound customer needs routed through a shared queue rather than a personal CSM inbox.
• Operate reactively and against customer signals within a book supported by automated, digitally delivered account briefs and insights stepping in when a customer engages or when a health signal indicates intervention is needed, rather than following a fixed proactive cadence.
• Provide seamless coverage for teammates' accounts during absences or periods of overflow, using the queue's routing and reassignment logic.
• Monitor customer health scores and feature-adoption trends, with particular attention to engagement decay on features that reset every 30 or 90 days and intervene early when usage declines.
• Find expansion opportunities as they arise organically from customer conversations and create Qualified Customer Success Leads as appropriate
• Protect logo and dollar retention as the primary success measures for the initial cohort lead retention conversations, diagnose whether an issue is technical, functional, or operational, and escalate genuine commercial or gray-area issues to the appropriate Client FTE.
• As scope expands into Tier 2a and Tier 2b accounts, provide guided onboarding confirmation, adoption and workflow consulting, and specialist first-attach motions across areas such as Money/Payments, Bill Pay, and Payroll, warming qualified opportunities for Client FTE close.

Key Qualifications

• 2 5 years of experience in a relationship-first Customer Success, account management, or consultative role not a project-based, "get them live and move on" background. Client draws this distinction explicitly from its Implementation Consultant profile.
• Demonstrated ability to build durable, long-term customer relationships and execute a retention motion, not simply a growth or new-business motion.
• Comfort operating within a pooled, queue-routed model without dedicated 1:1 account ownership, including providing coverage across teammates' accounts when needed.
• Strong business acumen. Experience in finance, accounting, bookkeeping, or B2B SaaS is a meaningful advantage, particularly for future Tier 2b specialist attach work, but remains secondary to relationship-building and retention capability.

EEO:

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.