Customer Success Specialist

Position Summary

The Customer Success Specialist is a commercial owner for an assigned portfolio of existing DataCore customers. This role carries full commercial responsibility for renewal execution, retention, and account growth, driving a revenue-based quota through disciplined renewal management and proactive upsell and cross-sell into the existing account base.

Reporting to the Manager - Customer Success, the Customer Success Specialist partners closely with Sales, Pre-Sales, and Operations to secure every renewal ahead of schedule, mitigate churn risk, and expand accounts across DataCore's full product portfolio, including PixitMedia offerings. Success in this role requires a hunter's mentality applied to an existing customer base: proactive, target-driven, and disciplined in CRM-based reporting and forecasting.

Key Responsibilities

Renewal Ownership & Revenue Quota

• Own full commercial responsibility for a large, assigned portfolio of existing DataCore customers as the primary point of contact for renewals, retention, and account growth

• Manage a high volume of renewal contacts daily via outbound phone and email

• Drive every renewal due each quarter to closure while proactively securing renewals scheduled further out, ahead of schedule

• Achieve revenue-based quota through renewals and expansion business, including multi-year renewals, additional capacity, and new products

Account Growth & Retention

• Maintain in-depth, current knowledge of every account in the portfolio; identify churn risk early and deploy appropriate commercial actions to retain and grow the base

• Detect new projects within existing accounts and generate expansion revenue through upsell and cross-sell across the full DataCore and PixitMedia product catalog

• Build and maintain relationships with a large customer base in partnership with the field Sales organization, escalating challenges to the broader business

• Collect customer testimonials and references to support DataCore's broader sales and marketing efforts

Cross-Functional Collaboration

• Partner with Sales, Pre-Sales, and Operations to secure at-risk or late renewals

• Act as backup for other members of the Customer Success team and the wider Sales and Pre-Sales organizations to ensure continuity of service

• Liaise between customers and internal departments — Order Management, Technical Customer Support, Marketing, and Sales — to resolve customer concerns

Reporting & Process Discipline

• Maintain Salesforce with accurate, timely customer data, activity, and call/meeting transcripts; prepare and distribute activity reports to ensure business visibility and accurate forecasting

• Identify customer requirements and roadblocks, applying strong account management and commercial skills to drive deals to on-time closure

• Resolve product or service issues by clarifying the complaint, determining root cause, and following up to ensure resolution

• Provide feedback on the efficiency of the customer service process

Ideal Candidate Profile

Experience & Education

• Bachelor's degree or equivalent

• 3–5 years of experience in a similar role within the IT/SaaS industry, with a demonstrated track record in sales and in growing an existing customer base through upsell and cross-sell

• Hands-on experience with Salesforce or a similar CRM strongly preferred

• Excellent verbal and written communication skills in English; additional languages a plus

Skills & Abilities

• Proven success building and maintaining relationships with external customers and channel partners

• Strong hunting sales mentality with a track record of overachieving revenue targets in a fast-paced, quota-carrying environment

• Proactive and solution-oriented, consistently bringing new ideas to grow and protect the customer portfolio

• Motivated self-starter able to manage a high volume of outbound calls and email communication

• Strong team orientation; able to collaborate with and back up colleagues across Customer Success, Sales, and Pre-Sales

• Excellent interpersonal, negotiation, and organizational skills

• Sound judgment and decision-making ability, operating independently on transactional matters without direct supervision

Physical Demands

This role is primarily performed in an office, lab, or remote work environment and requires the ability to sit or stand for extended periods, operate standard computer and lab equipment, and communicate effectively via phone, video, and in person. Occasional travel to customer sites may be required. Reasonable accommodations will be made in accordance with the Americans with Disabilities Act (ADA) to enable individuals with disabilities to perform the essential functions of this role.

Equal Employment Opportunity

DataCore Software is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.

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