Customer Success Specialist

Customer Success Specialist Position Summary The Customer Success Specialist is responsible for strengthening customer relationships, improving customer satisfaction, and reducing cancellations through proactive outreach and problem-solving. Rather than waiting for customers to call with concerns, this role identifies at-risk accounts, uncovers service issues, and works closely with operations teams to create solutions that improve the customer experience. The ideal candidate is relationship-driven, proactive, and passionate about helping customers achieve the results they expect from their pest control service. This position plays a critical role in customer retention, service quality, and long-term company growth.

Key Responsibilities:

Customer Relationship Management Proactively contact customers identified as at-risk for cancellation or dissatisfaction Build strong relationships through regular communication and follow-up Conduct customer health checks to assess satisfaction and service effectiveness Serve as the primary advocate for customers needing additional support Problem Resolution Identify concerns related to pest activity, service quality, scheduling, communication, or expectations Create action plans to address customer concerns before they escalate Coordinate with Service Managers, Routing, Customer Service, and Leadership teams to implement solutions Follow through on all commitments and ensure concerns are fully resolved Retention & Account Growth Strengthen customer loyalty through proactive communication and education Recommend service enhancements or additional solutions when appropriate Recover customer relationships that may otherwise result in cancellation Improve customer confidence in the company's services and recommendations Documentation & Reporting Maintain accurate records of customer conversations and action plans Track customer outcomes and follow-up activities Identify recurring trends and provide recommendations to leadership Report on customer success initiatives and retention efforts What Success Looks Like Customers feel heard, valued, and supported Potential cancellations are resolved before they occur Customer concerns are addressed quickly and effectively Strong collaboration exists between customers and operations teams Customer satisfaction and retention continue to improve Qualifications Excellent communication and relationship-building skills Positive attitude and solutions-oriented mindset Strong active listening and problem-solving abilities Comfortable making proactive outbound calls Highly organized with strong follow-through Ability to manage multiple customer accounts simultaneously Self-motivated and capable of working independently Preferred Experience Customer Success Account Management Customer Retention Sales or Upselling Call Center Operations Pest Control or Home Service Industries Performance Metrics Customer retention rate Revenue retained through customer recovery efforts Unhealthy customer contact rate Follow-up completion rate Resolution rate of customer concerns Customer satisfaction improvement Reduction in cancellations from targeted accounts Number of customer relationships successfully recovered Benefits Competitive Pay Health Insurance Dental Insurance Vision Insurance 401(k) with Company Match Paid Time Off Paid Training Career Advancement Opportunities Equal Opportunity Employer Ninefold Pest Control is committed to creating an inclusive workplace where employees are respected, supported, and provided opportunities to grow. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.

Pay:

$24.00 - $25.00 per hour

Benefits:

401(k) Health insurance Paid time off

Work Location:

Hybrid remote in Ogden, UT 84401