Remote Customer Success Representative (Supply Chain Intelligence)

Customer Success Representative Location: US - Remote

ABOUT US

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.

ROLE SUMMARY

As 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 RESPONSIBILITIES

Customer Retention & Renewals

• Own a portfolio of accounts with a clear focus on driving retention and renewal outcomes
• Monitor customer health signals and proactively reach out to at-risk accounts before issues escalate
• Execute renewal motions in partnership with Sales, ensuring timely outreach, contract discussions, and a smooth close process
• Identify root causes of dissatisfaction or disengagement and develop account-specific action plans to address them

Proactive Customer Engagement

• Build and maintain strong relationships across each account, from day-to-day users to key decision makers
• Conduct regular check-ins and business reviews to assess satisfaction, usage, and alignment on goals
• Drive product adoption by connecting customers to features and resources that are relevant to their workflows
• Recognize and surface expansion opportunities to the Sales team when customers are ready to grow

Customer Support & Issue Resolution

• Serve as the primary point of escalation for customer issues, coordinating with internal teams to drive fast and effective resolution
• Navigate difficult conversations with professionalism and a solutions-oriented mindset
• Follow up consistently on open issues and keep customers informed throughout the resolution process

Customer Onboarding & Early Adoption

• Partner with new customers during the onboarding phase to ensure a smooth handoff from Sales and a strong start with the platform
• Guide customers through initial setup, key workflows, and early milestones to accelerate time-to-value
• Set clear expectations upfront around timelines, success criteria, and what a healthy onboarding looks like
• Identify and address adoption gaps early before they create risk further down the renewal cycle

Voice of the Customer

• Capture and share customer feedback with Product, Content, and Marketing teams on a regular basis
• Identify patterns across accounts and bring forward actionable insights that improve the overall customer experience
• Contribute to internal knowledge base articles, playbooks, and best practice documentation based on field learnings

QUALIFICATIONS

Required Experience

• 4-6 years in a Customer Success, Account Management, or related customer-facing role
• Demonstrated ability to manage a book of accounts with a focus on retention and renewal
• Experience identifying churn risk and executing strategies to retain customers
• Strong organizational skills with the ability to manage multiple accounts and priorities simultaneously
• Clear, confident communicator - both written and verbal

Preferred Experience

• Experience in a SaaS or subscription-based business
• Familiarity with customer success platforms and CRM tools (e.g., Salesforce)
• Exposure to customer health scoring frameworks or lifecycle management programs

Key Competencies

• Relationship-building and customer empathy
• Proactive communication and follow-through
• Problem-solving and escalation management
• Accountability and ownership mindset
• Ability to work cross-functionally and navigate internal teams
• Attention to detail with strong CRM hygiene habits

COMPENSATION/BENEFITS INFORMATION

Accuris states that the anticipated base salary range for this position is $70,000 to $90,000. 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 ACCURIS

We 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/ Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.