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Customer Success Specialist

Mindlance

Role overview

Qualifications

  • 2–5 years of experience in a relationship-first Customer Success, account management, or consultative role
  • Demonstrated ability to build durable, long-term customer relationships and execute a retention motion
  • Comfort operating within a pooled, queue-routed model without dedicated 1:1 account ownership
  • Strong business acumen, particularly in finance, accounting, bookkeeping, or B2B SaaS

Responsibilities

  • Own a share of a pooled, queue-routed book at a target ratio of approximately 1:150
  • Operate reactively and against customer signals, stepping in when necessary
  • Provide seamless coverage for teammates' accounts during absences or overflow
  • Monitor customer health scores and feature-adoption trends, intervening early when usage declines

Key facts

Hard skills

Other skills

  • Relationship Management
  • Business Acumen
  • Communication
  • Teamwork

About the company

Mindlance logo

Mindlance

Staffing & Recruiting

Founded in 1999, Mindlance is one of the largest diversity-owned staffing firms in the US and has been on SIA’s list of Fastest Growing US Staffing Firms for 10 years. Mindlance has also been recognized as one of the consistently best performing partners to industry-leading MSP programs including Allegis, Kelly, TAPFIN, PROUnlimited, Pontoon, GRI, WorkforceLogiq and Agile-1.What started with contingent staffing has developed to a comprehensive portfolio of workforce solutions. Along with industry specific, talent-centric staffing across a range of specializations- Technology, Engineering, Scientific, Clinical Research, Digital, Creative, Marketing, Profession, Mindlance provides Managed Recruitment services- RPO and Direct + Diverse Sourcing, and Pay+ Services- EoR/Payroll, IC Compliance and AoR.Mindlance is also generating alternative talent pipelines that prioritize diversity through three Diverse Talent Acceleration offerings: (1) RebootTalent, a diverse returning talent acceleration service (2) Mindlance Diversphere, a private diverse talent pool aggregated from a network of diversity partnerships and (3) Quintrix Solutions, an upskilling recruit-train-deploy service.With a year-over-year growth rate of 20% and an annual revenue of over $400 million and growing, the Mindlance story is one of calculable achievement, made meaningful by the commitment to grow a mindful way that creates balance in the work and societal ecosystem.Visit www.mindlance.com to learn more about us and our latest job openings.STAFFING INDUSTRY ANALYSTS RECOGNITIONS:Fastest Growing U.S. Staffing Firms (2022, 2021, 2019, 2018, 2017, 2016, 2015, 2014, 2013, 2012, 2011)Largest U.S. Staffing Firms (2022, 2021, 2020, 2019, 2018, 2017, 2016, 2015)Largest Diversity-Owned U.S. Staffing Firms (2022, 2021, 2020, 2019, 2018, 2017, 2016, 2015)Largest IT Staffing Firms (2022, 2021, 2020, 2019, 2018, 2017)Largest Clinical & Scientific Staffing Firms (2022, 2021, 2020, 2019, 2018, 2017)

Company details

Company typeLarge
IndustryStaffing & Recruiting
Company size1001 - 5000

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Job description

JOB DESCRIPTION:
Title: CS Specialist
Location: Austin, TX - Remote
Duration: 12 months

Role A — CS Specialist, Tier 2
The core of the team — interpretive-to-consultative, managing a pooled or dedicated Tier 2 book and accountable for retention, customer health, and adoption outcomes.
Core Responsibilities
  • Own a share of a pooled, queue-routed book at a target ratio of approximately 1:150 rather than a fixed 1:1 account list, responding to inbound customer needs routed through a shared queue rather than a personal CSM inbox.
  • Operate reactively and against customer signals within a book supported by automated, digitally delivered account briefs and insights — stepping in when a customer engages or when a health signal indicates intervention is needed, rather than following a fixed proactive cadence.
  • Provide seamless coverage for teammates' accounts during absences or periods of overflow, using the queue's routing and reassignment logic.
  • Monitor customer health scores and feature-adoption trends, with particular attention to engagement decay on features that reset every 30 or 90 days and intervene early when usage declines.
  • Find expansion opportunities as they arise organically from customer conversations and create Qualified Customer Success Leads as appropriate
  • Protect logo and dollar retention as the primary success measures for the initial cohort — lead retention conversations, diagnose whether an issue is technical, functional, or operational, and escalate genuine commercial or gray-area issues to the appropriate Client FTE.
  • As scope expands into Tier 2a and Tier 2b accounts, provide guided onboarding confirmation, adoption and workflow consulting, and specialist first-attach motions across areas such as Money/Payments, Bill Pay, and Payroll, warming qualified opportunities for Client FTE close.
Key Qualifications
  • 2–5 years of experience in a relationship-first Customer Success, account management, or consultative role — not a project-based, "get them live and move on" background. Client draws this distinction explicitly from its Implementation Consultant profile.
  • Demonstrated ability to build durable, long-term customer relationships and execute a retention motion, not simply a growth or new-business motion.
  • Comfort operating within a pooled, queue-routed model without dedicated 1:1 account ownership, including providing coverage across teammates' accounts when needed.
  • Strong business acumen. Experience in finance, accounting, bookkeeping, or B2B SaaS is a meaningful advantage, particularly for future Tier 2b specialist attach work, but remains secondary to relationship-building and retention capability.
EEO:

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”

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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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