Customer Growth Specialist

Role Overview

• Own the post-sale client relationship
• Retain clients and grow revenue within the existing base
• Resolve escalations and ensure client satisfaction
• Act as a bridge between clients and delivery/support teams
• Manage client health records in HubSpot
• Identify at-risk clients and act before churn occurs
• Segment the customer base and run targeted programs
• Maintain scheduled contact with key clients
• Run a structured engagement cadence based on client tier
• Identify and pursue upsell and cross-sell opportunities
• Own expansion revenue targets and report monthly
• Act as the primary escalation contact for delivery and support clients
• Drive teams to resolve issues on time
• Manage onboarding and transition of project clients
• Define scope and commercial terms for new support agreements
• Identify clients suitable for case studies and referrals
• Manage relationships with ISV partners

Requirements

• Proven experience in Customer Success, Account Management, or Client Services — ideally within ERP, SaaS, or consulting.
• Commercial acumen: experience managing growth targets and account-level P&L.
• Hands-on experience with customer lifecycle management and retention strategies.
• Track record of managing escalations in complex, multi-stakeholder client environments.
• Strong communicator — clear and direct with both clients and internal teams.
• Proficient in HubSpot CRM or equivalent.
• Familiarity with ERP platforms and the ISV ecosystem.
• Experience managing partner-switch or onboarding engagements.

Tech Stack

• ERP

Benefits

• Competitive benefits package
• Generous leave entitlements
• Professional development opportunities
• People-first culture backed by Pine Services Group