Customer Success Specialist

DescriptionSummary:In support of Van Meter’s purpose of creating value for those we serve, the Customer Success Specialist is accountable for the long-term success, retention, and expansion of assigned customer service relationships, including but not limited to National Account and Rockwell service contracts. This role owns formal customer success planning and serves as the strategic liaison among customers, Account Managers, and internal delivery teams. The Customer Success Specialist is responsible for defining success outcomes, tracking and reporting business impact, driving adoption, leading escalations, and identifying expansion opportunities that enable customer growth and renewal. The position blends strategic advisory skills with proactive engagement and operational coordination, ensuring customers achieve measurable outcomes and realize full value from their service investments over time.Key Responsibilities & Essential FunctionsOwn documented customer success plans with clearly defined goals, milestones, and KPIsEstablish and maintain trusted, consultative relationships with customer stakeholdersUnderstand customer business objectives and desired outcomes beyond service utilizationMeasure, track, and report customer success based on business impact and outcomesLead ongoing success conversations focused on value realization, risk mitigation, and growthAct as the primary accountability owner for customer success across the service lifecycleOwn overall success strategy for assigned customers, accountable for long-term outcomes and expansionDefine success metrics and KPIs aligned to customer business goalsTrack performance against agreed-upon outcomes, not just service usagePrepare and deliver outcome-based customer business reviewsUse data and insights to proactively identify risks, gaps, and opportunitiesIdentify upsell and cross-sell opportunities based on customer goals, usage patterns, and outcomesTranslate customer needs into clearly defined commercial opportunities for Account Managers and commercial teamsPartner with sales and commercial stakeholders to support revenue expansion motionsContribute to renewal and expansion strategy through insight, planning, and customer advocacyThis role is not responsible for closing sales transactions, but is accountable for identifying and enabling commercial opportunitiesAct as the escalation owner across product, support, engineering, and service teamsProgram-manage customer concerns end-to-end from identification through resolutionCoordinate internal stakeholders to ensure timely and effective issue resolutionCommunicate status, risks, and outcomes clearly to customers and internal teamsApply a consulting mindset to help customers adopt new behaviors, processes, and ways of workingGuide customers through change associated with new services, tools, or operating modelsAdvise customers on best practices that support long-term success and sustainabilityRequirementsCritical Success FactorsStrong customer advocacy and service orientationAbility to think strategically while executing operationallyConsultative communication and relationship-building skillsAbility to manage multiple workstreams and competing prioritiesData-driven, outcome-focused mindsetCollaborative, adaptable, and continuous-improvement orientedJob Requirements / SpecificationsMinimum two-year degree or equivalent experienceCustomer success, account management, or service-based consulting experience preferredStrong Microsoft Excel skills requiredExperience with ERP/CRM systems (Eclipse preferred)Ability to analyze data and translate insights into customer recommendationsIndustry experience in electrical distribution or industrial services a plusCustomer Success Planning, QBRs & Outcome ReviewsCustomer & Contract Issue Management / EscalationsCommercial Opportunity Identification & Renewal SupportCross-Functional Coordination & Internal Status MeetingsOperational Flex Time (follow-ups, admin, coordinationReporting, KPI Tracking & Value MeasurementEnterprise / National Account Program Support (e.g., supplyFORCE)Competency Development & TrainingNew Customer Kickoff & Change Adoption ActivitiesThe above statements are intended to describe the general nature and level of work being performed by an incumbent. They are not intended to be an exhaustive list of activities, duties or responsibilities. Incumbent may be asked to perform other duties as required.Equal Opportunity Employer, Including Veterans And Individuals With DisabilitiesSeveral factors are considered in making compensation decisions at Van Meter; including but not limited to education, skill sets, work experience and training, and other business and organizational needs. Please note that compensation may be below the lower end of the range when the minimum requirements of the role are not met and the higher end is reserved for candidates with extensive experience and qualifications that exceed the requirements of the role.Van Meter offers a comprehensive benefits package, including medical, dental, and vision insurance, pet insurance, company paid life and disability insurance, paid time off including holidays, 401(k) with company match and an Employee Stock Ownership Plan.