Remote Customer Success Representative (Supply Chain Intelligence)

Customer Success Representative Location: US - RemoteABOUT USAccuris transforms the world's largest repository of standards and supply chain data into AI-driven insights and connected workflows - enabling engineers to work smarter, stay compliant, and innovate faster.ROLE SUMMARYAs we grow our customer base and deepen our commitment to retention, we are hiring a Customer Success Representative to serve as a dedicated point of contact for a portfolio of accounts. This role is focused on building strong, lasting customer relationships that drive renewal and long-term loyalty. You will proactively monitor account health, identify risk signals early, and take action to resolve issues before they become churn. You will serve as the day-to-day voice of the customer internally, sharing insights and feedback that help shape how we support and serve our accounts. This is a high-ownership role for someone who takes pride in their relationships, communicates clearly, and knows how to get things done.KEY RESPONSIBILITIESCustomer Retention & RenewalsOwn a portfolio of accounts with a clear focus on driving retention and renewal outcomesMonitor customer health signals and proactively reach out to at-risk accounts before issues escalateExecute renewal motions in partnership with Sales, ensuring timely outreach, contract discussions, and a smooth close processIdentify root causes of dissatisfaction or disengagement and develop account-specific action plans to address themProactive Customer EngagementBuild and maintain strong relationships across each account, from day-to-day users to key decision makersConduct regular check-ins and business reviews to assess satisfaction, usage, and alignment on goalsDrive product adoption by connecting customers to features and resources that are relevant to their workflowsRecognize and surface expansion opportunities to the Sales team when customers are ready to growCustomer Support & Issue ResolutionServe as the primary point of escalation for customer issues, coordinating with internal teams to drive fast and effective resolutionNavigate difficult conversations with professionalism and a solutions-oriented mindsetFollow up consistently on open issues and keep customers informed throughout the resolution processCustomer Onboarding & Early AdoptionPartner with new customers during the onboarding phase to ensure a smooth handoff from Sales and a strong start with the platformGuide customers through initial setup, key workflows, and early milestones to accelerate time-to-valueSet clear expectations upfront around timelines, success criteria, and what a healthy onboarding looks likeIdentify and address adoption gaps early before they create risk further down the renewal cycleVoice of the CustomerCapture and share customer feedback with Product, Content, and Marketing teams on a regular basisIdentify patterns across accounts and bring forward actionable insights that improve the overall customer experienceContribute to internal knowledge base articles, playbooks, and best practice documentation based on field learningsQUALIFICATIONSRequired Experience4-6 years in a Customer Success, Account Management, or related customer-facing roleDemonstrated ability to manage a book of accounts with a focus on retention and renewalExperience identifying churn risk and executing strategies to retain customersStrong organizational skills with the ability to manage multiple accounts and priorities simultaneouslyClear, confident communicator - both written and verbalPreferred ExperienceExperience in a SaaS or subscription-based businessFamiliarity with customer success platforms and CRM tools (e.g., Salesforce)Exposure to customer health scoring frameworks or lifecycle management programsKey CompetenciesRelationship-building and customer empathyProactive communication and follow-throughProblem-solving and escalation managementAccountability and ownership mindsetAbility to work cross-functionally and navigate internal teamsAttention to detail with strong CRM hygiene habitsCOMPENSATION/BENEFITS INFORMATIONAccuris states that the anticipated base salary range for this position is $70,000 to $80,000. Final base salary for this role will be based on the individual's geographical location as well as experience and qualifications for the role. This role is also eligible for an Annual Bonus Plan as well as comprehensive benefits. For more information on benefits, please reach out to the recruiter assigned to the role.ABOUT ACCURISWe provide the world's engineers mission-critical intelligence, safeguarding the technology of today and enabling the breakthroughs of tomorrow. Accuris transforms the world's largest repository of standards and supply chain data into AI-driven insights and connected workflows - enabling engineers to work smarter, stay compliant, and innovate faster. Behind every world-changing innovation - there's Accuris - the most trusted intelligence platform for engineers. https://accuristech.com/ Accu