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 colleag