Customer Success Specialist

Summary

Mindlance is hiring a Customer Success Specialist to support customer retention, health, and adoption outcomes in a pooled Tier 2 customer success model. The role manages inbound customer needs, monitors health and feature adoption, provides account coverage, leads retention conversations, and identifies expansion opportunities across financial and payroll-related solutions.

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

Skills

• 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
• 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

Qualifications

Must Haves

• 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
• 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

Nice to Haves

• 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

Benefits

• Remote work in Austin, TX