Customer Success Specialist

This position is hybrid, meaning being in our Grand Rapids office 3 days a week and remote the other 2 days. 

At Service Express, people are the heart of what we do – our customers, our teammates, and our community. As we continue to grow, we’re looking for a Customer Success Specialist who’s not only great at managing details behind the scenes but also enjoys getting in front of customers to build strong, lasting relationships.

In this position, you’ll serve as a key connection point between our customers and internal teams. You’ll ensure renewals, contracts, and billing run seamlessly while helping customers feel supported and valued every step of the way. If you thrive on creating smooth processes, solving problems before they arise, and partnering with both customers and sales teams to deliver an exceptional experience, this could be a great fit for you!

What you’ll do:

• Partner with Account Executives to manage customer renewals, proactively engaging 120–150 days before contract expiration.
• Build and maintain customer relationships to drive satisfaction and retention.
• Generate and finalize contracts, quotes, and renewals through Salesforce and internal systems.
• Ensure accurate and timely updates to customer records and billing details.
• Support the Sales Team with contract and billing questions, large requests, and customer reporting.
• Coordinate with internal teams (such as Service, Contracts, Billing, and Technical) to resolve customer questions and ensure a smooth experience.
• Gather purchase orders and manage invoicing timelines to prevent disruptions in service.
• Contribute ideas to improve processes and enhance customer experience.
• Participate in regular team meetings, sharing insights, and supporting a culture of collaboration and growth.

What we’re looking for:

• 2+ years of experience in customer success, contract management, or sales support
• Comfortable communicating directly with customers and successfully navigating "grey areas" to find workable solutions
• Ability to stay organized, manage multiple priorities, and adapt within fast-paced environment
• Proficiency with Microsoft Office; Salesforce experience is a plus
• Collaborative mindset with a willingness to support teammates and customers alike
• Experience in a technology or service-based company ideal but not required

What we offer:

• Opportunities for personal growth and career advancement
• Paid volunteer hours and a day off for your birthday
• Comprehensive health insurance options starting on your first day
• 50% reimbursement for your health club membership
• 401(k) company match to help you plan for the future
• $24-$29/hour depending on experience

#LI-Hybrid