Customer Success Specialist

Job Description:

The Customer Success Specialist is responsible for driving customer retention, renewal execution, and long-term value realization across an assigned book of business or territory. This role supports Hobart Service's retention strategy by ensuring customers fully realize the value of service offerings through effective onboarding, proactive engagement, risk identification, and disciplined execution of the Customer Success operating model.

This position partners closely with Field Operations and Sales to improve retention, net revenue retention, and customer satisfaction. The Customer Success Specialist serves as a key contributor to post-sale engagement, supporting renewals, Quarterly Business Reviews (QBRs), risk mitigation, and the identification of growth, win-back, and referral opportunities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These are the most significant job duties performed. The size, scope and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.

• Execute customer onboarding and value realization activities to ensure a strong transition from sale to service
• Own ongoing customer engagement through defined Customer Success cadences, including Quarterly Business Reviews (QBRs)
• Proactively manage renewal engagement in partnership with Sales and field operations
• Identify and mitigate customer risk using defined KPIs and engagement indicators
• Drive disciplined execution of the Customer Success operating model across assigned customers
• Deliver and document QBRs aligned to customer goals, service performance, and value delivered
• Monitor and improve key retention metrics including retention rate, net revenue retention, attrition reduction, and QBR completion
• Identify and surface upsell, cross-sell, renewal, win-back, referral, and lead opportunities in alignment with the Sales Playbook
• Maintain accurate documentation of customer activity, risk indicators, and outcomes within CRM
• Partner cross-functionally to resolve customer issues and escalate risks as needed
• Support continuous improvement of customer engagement processes, playbooks, and tools
• Other responsibilities or special projects not specifically listed may also be assigned.)

The Customer Success Specialist demonstrates the following competencies to achieve desired outcomes.

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

• Bachelor's degree recommended
• Minimum of 3-5 years of experience in Customer Success, Account Management, Sales, Service, or a related customer-facing role

Preferred Experience

• Experience supporting customer retention, renewals, or recurring revenue models
• Experience delivering or supporting Quarterly Business Reviews (QBRs)
• Familiarity with CRM-enabled workflows and KPI-driven performance management
• Service or contract-based business experience preferred
• Commercial food equipment, service, or industrial services experience a plus

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies.

• Action Oriented: Proactively addresses customer risks and opportunities and follows through to drive retention outcomes
• Customer Focus: Builds strong relationships through structured engagement and a clear focus on delivering value
• Collaboration: Partners effectively with Field Operations and Sales to align customer strategies and execution
• Analytical & Data-Driven: Uses KPIs and customer data to identify trends, prioritize actions, and improve outcomes
• Process Discipline: Follows defined Customer Success playbooks, cadences, and CRM workflows consistently
• Communication: Communicates clearly and effectively, including leading customer discussions and QBRs
• Business Acumen: Understands how customer experience, retention, and renewals impact revenue and growth
• Organizational Alignment: Operates in alignment with ITW values, tools, and operating principles

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is:

• Regularly required to sit and operate standard office equipment.

Working Conditions

• Combination of office, branch, and customer environments
• The noise level in the work environment is usually mild.

Hours of Work

• Standard business hours with flexibility based on business and customer needs.

Compensation Information:

The pay rate will depend on the successful candidate's qualifications and prior experience.

ITW is an equal opportunity employer. We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.