Customer Success Representative Job at Foundation Software (Strongsville)

Customer Success Representative

Foundation Software

Location:
United States , Strongsville

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Customer Success Representative (CSR) plays a pivotal role in building and maintaining strong relationships with existing customers. Key priorities include identifying at-risk customers, proactively addressing customer challenges, and promoting new software solutions and training options to enhance their experience. The CSR will focus on increasing customer retention, identifying cross-sell opportunities and ensuring the renewal of annual or monthly software subscriptions. This role requires individuals who are patient, empathetic, and passionate communicators-skills essential for understanding customer needs and advocating on their behalf.

Job Responsibility:

Conduct outgoing calls to existing SaaS customers, helping them maximize the value of the platform for their organization
Identify and generate new sales opportunities within the existing customer base
Foster strong, long-term relationships and build trust with customers through open and interactive communication by overseeing their experience throughout the customer lifecycle – from onboarding through adoption, expansion and beyond
Document and track customer interactions and key details within Salesforce CRM and other SaaS tools
Address customer complaints by offering solutions and alternatives, following up to ensure satisfactory resolution
Work closely with customers at risk of cancellation or downgrade, identifying their needs and providing tailored solutions to enhance satisfaction and maintain their business
Collaborate with internal teams to resolve recurring customer issues and enhance the overall customer experience

Requirements:

Prior experience in SaaS software, sales, or customer success within a tech company is preferred
Strong ability to learn new technical skills and adapt to evolving tools and processes
Excellent organizational skills, with the ability to manage multiple client issues simultaneously
Strong communication skills, both verbal and written, with an ability to engage and effectively resolve customer concerns
Ability to work independently, efficiently completing tasks with minimal supervision
Flexibility to adapt to changing job tasks and new programs/procedures
Familiarity with the company's suite of products and solutions, and the ability to communicate these solutions accurately to customers
Strong phone communication and web presentation skills
Proactive communication with customers and effective time management skills
Goal-driven, with a focus on achieving customer retention goals
Experience with SaaS tools, including Salesforce CRM, Zoom, and Microsoft Suite, is preferred
Experience with CRM systems and ensuring accurate, up-to-date customer data management within Salesforce

What we offer:

Manicures and pedicures in the office
Massages
House cleaning
Laundry service
Monthly car washes
Catered lunches Wednesdays
Monthly happy hour
Top-notch workout facility
Fitness classes
Free personal training
Game room with table tennis, foosball, and video game systems
Full kitchen
Free coffee and specialty flavors
Soft drinks
Snacks
Tickets to Cleveland sporting events
Lunch and learns
Employee-appreciation events
Paid vacation
Paid holidays
401(k) with match
Tuition reimbursement
Medical insurance
Eye insurance
Dental insurance
Discounts on pet, home, and auto insurance through Liberty Mutual

Additional Information:

Job Posted:
April 24, 2026

Employment Type:

Fulltime

Work Type:

On-site work

Foundation Software - All Job Offers

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