Customer Success Specialist

Summary:

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 Functions:

• Own documented customer success plans with clearly defined goals, milestones, and KPIs
• Establish and maintain trusted, consultative relationships with customer stakeholders
• Understand customer business objectives and desired outcomes beyond service utilization
• Measure, track, and report customer success based on business impact and outcomes
• Lead ongoing success conversations focused on value realization, risk mitigation, and growth
• Act as the primary accountability owner for customer success across the service lifecycle
• Own overall success strategy for assigned customers, accountable for long-term outcomes and expansion
• Define success metrics and KPIs aligned to customer business goals
• Track performance against agreed-upon outcomes, not just service usage
• Prepare and deliver outcome-based customer business reviews
• Use data and insights to proactively identify risks, gaps, and opportunities
• Identify upsell and cross-sell opportunities based on customer goals, usage patterns, and outcomes
• Translate customer needs into clearly defined commercial opportunities for Account Managers and commercial teams
• Partner with sales and commercial stakeholders to support revenue expansion motions
• Contribute to renewal and expansion strategy through insight, planning, and customer advocacy
• This role is not responsible for closing sales transactions, but is accountable for identifying and enabling commercial opportunities
• Act as the escalation owner across product, support, engineering, and service teams
• Program-manage customer concerns end-to-end from identification through resolution
• Coordinate internal stakeholders to ensure timely and effective issue resolution
• Communicate status, risks, and outcomes clearly to customers and internal teams
• Apply a consulting mindset to help customers adopt new behaviors, processes, and ways of working
• Guide customers through change associated with new services, tools, or operating models
• Advise customers on best practices that support long-term success and sustainability

Critical Success Factors

• Strong customer advocacy and service orientation
• Ability to think strategically while executing operationally
• Consultative communication and relationship-building skills
• Ability to manage multiple workstreams and competing priorities
• Data-driven, outcome-focused mindset
• Collaborative, adaptable, and continuous-improvement oriented

Job Requirements / Specifications

• Minimum two-year degree or equivalent experience
• Customer success, account management, or service-based consulting experience preferred
• Strong Microsoft Excel skills required
• Experience with ERP/CRM systems (Eclipse preferred)
• Ability to analyze data and translate insights into customer recommendations
• Industry experience in electrical distribution or industrial services a plus
• Customer Success Planning, QBRs & Outcome Reviews
• Customer & Contract Issue Management / Escalations
• Commercial Opportunity Identification & Renewal Support
• Cross-Functional Coordination & Internal Status Meetings
• Operational Flex Time (follow-ups, admin, coordination
• Reporting, KPI Tracking & Value Measurement
• Enterprise / National Account Program Support (e.g., supplyFORCE)
• Competency Development & Training
• New Customer Kickoff & Change Adoption Activities

The 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 Disabilities

Several 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.