Customer Success Specialist

Job Description

At JDA TSG, we equip world-class brands with top-tier talent and operational expertise, because we know our people are our true differentiator. As an IES Customer Success Specialist supporting mid-market enterprise platforms, you will drive customer retention, health, and feature adoption across a scaled, queue-routed customer portfolio. We believe customer success isn't just about answering tickets; it's about active portfolio ownership, root-cause diagnosis, and helping multi-entity businesses realize long-term value from their software. Operating within a pooled, signal-driven queue, your work protects dollar and logo retention, resolves customer risk, and ensures reliable platform adoption.

Title: Customer Success Specialist

Salary: $78,000 per year +10% Performance Bonus

Location: Remote (US)

Employment Type: Full-Time

• Signal-Driven Triage & Portfolio Ownership: You will monitor automated account briefs, health score signals, and 30/60/90-day feature usage trends across a shared portfolio, stepping in when usage declines or incoming inquiries require intervention. Success is measured by logo retention rates, dollar retention percentages, and overall portfolio health metrics.
• Consultative Discovery & Value Realization: You will engage customers through consultative conversations, diagnosing root-cause workflow friction, removing product adoption barriers, and aligning platform capabilities to their core business goals. Success is measured by feature activation speed, continued usage metrics, and customer satisfaction scores.
• Retention, Risk Judgment & Cross-Functional Coordination: You will identify early churn signals, lead retention discussions, and coordinate with technical support, risk, or enterprise sales leads to resolve complex issues without abandoning customer ownership. Success is measured by successful risk mitigation, accurate escalation triage, and pipeline generation for qualified expansion opportunities.

• 2+ years of experience in a relationship-first Customer Success, account management, or consultative role supporting B2B SaaS platforms.
• Demonstrated experience managing a customer portfolio, with a clear understanding of retention KPIs, engagement cadences, and priority management.
• Consultative discovery skills to diagnose root causes of workflow friction rather than defaulting to quick ticket resolution.
• Proven track record of influencing customer behavior, removing feature adoption barriers, and tying ongoing platform usage directly to client value.
• Ability to recognize early churn or health decay signals from usage data and execute a proactive retention plan.
• Clear, concise, and credible communication skills to simplify software complexity and manage sensitive retention conversations.
• Skill in leveraging customer usage data, account value metrics, and health scores to prioritize daily workflow across a large account base.
• Commercial judgment to spot organic expansion and feature-attach opportunities during routine customer interactions without taking a high-pressure sales stance.