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CCI · 11 hours ago

Customer Success Representative

Norway, MI

Full-time

Hybrid

Entry, Mid Level

2+ years exp

CCI Systems, Inc. is a managed services provider specializing in IT support and solutions. The Customer Success Representative is responsible for managing relationships with existing customers to ensure their satisfaction, retention, and revenue growth through proactive engagement and strategic guidance.

ElectronicsTelecommunications

Responsibilities

Serve as the primary point of contact for an assigned module of existing customers

Build strong, trust-based relationships with customer stakeholders at multiple levels

Conduct regular business reviews to assess performance, identify risks, and align on future needs

Monitor customer health indicators and intervene proactively to prevent churn

Ensure customers fully understand and utilize the services and solutions they have purchased

Coordinate and collaborate with authorized agents and partners, where applicable, in support of customers and revenue growth

Contribute to the creation and evolution of tools, templates, and enablement playbooks

Develop and execute account growth strategies to expand revenue within the existing customer base

Identify and sell incremental services, upgrades, and complementary solutions

Partner with internal teams to scope, price, and deliver expansion opportunities

Track and forecast revenue growth within assigned accounts

Segment and prioritize customers based on revenue, growth potential, and strategic importance

Maintain accurate account plans, renewal calendars, and customer roadmaps

Use data and insights to guide customer engagement strategies

Own the renewal process for assigned customers, ensuring timely and successful contract execution, working in coordination with our renewal specialists

Reduce churn by ensuring renewals are completed well ahead of expiration

Address customer concerns, negotiate terms, and coordinate internal approvals as needed

Document customer interactions, activities, and opportunities in CRM and internal systems

Advocate for customer needs internally, ensuring issues are resolved quickly and effectively

Collaborate with product, engineering, and support teams to improve customer experience

Establish scalable processes, playbooks, and performance standards

Foster a culture of accountability, continuous improvement, and customer‑centricity

Qualification

Customer Success experienceAccount ManagementCommercial acumenCRM tools familiarityCommunication skillsRelationship buildingNegotiation skillsTeam leadership