Customer Success Specialist

• Excellent relationship-building and stakeholder management skills.
• Strong customer-centric mindset with a passion for delivering exceptional customer experiences.
• Ability to manage multiple enterprise or strategic accounts simultaneously.
• Strong problem-solving, negotiation, and conflict-resolution abilities.
• Excellent verbal and written communication skills.
• Analytical mindset with the ability to interpret customer data and identify trends.
• Proactive approach to customer engagement and risk management.
• Ability to collaborate effectively across cross-functional teams.
• Strong organizational and time-management skills.
• Experience using CRM and customer success platforms.
• 3+ years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role.
• Experience managing enterprise, strategic, or high-value customer accounts.
• Proven track record of improving customer retention, satisfaction, and product adoption.
• Experience identifying and driving upsell, cross-sell, or account growth opportunities.
• Experience collaborating with Sales, Product, and Support teams to deliver customer outcomes.

• Background working in a SaaS, technology, hospitality technology, or software environment is highly desirable.
• Previous experience acting as an escalation point or providing team leadership support is an advantage.

As well as an attractive benefits package you will be able to work:

• Within an innovative, engaging and multicultural environment.

• Have the opportunity to build strong and lasting business relationships and friendships from around the world.

• Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.

We are looking for a proactive and customer-focused Customer Success Specialist to join our team at Civitfun, Part of HBX Group, to manage and develop a portfolio of strategic clients, including enterprise and high-value accounts. In this role, you will build strong, long-term customer relationships, drive product adoption, improve customer satisfaction, and maximize retention and revenue growth.

As a trusted advisor, you will work closely with customers to ensure they achieve maximum value from Civitfun's solutions while collaborating with internal teams to identify growth opportunities, address customer needs, and contribute to the company's long-term success. This position also serves as an escalation point for customer issues and provides team lead backup support when required.

• Manage and nurture a portfolio of strategic and high-value customer accounts.
• Build trusted relationships with key stakeholders to drive customer loyalty, retention, and long-term success.
• Lead customer onboarding, implementation, and adoption activities to ensure a seamless customer experience.
• Proactively identify risks, address customer concerns, and implement retention strategies to minimize churn.
• Provide timely resolution of customer issues, acting as an escalation point when necessary.
• Monitor customer engagement and usage trends to deliver data-driven recommendations and best practices.
• Identify expansion, cross-sell, and upsell opportunities aligned with customer goals and business needs.
• Gather customer feedback and collaborate with Product, Sales, and other internal teams to improve solutions and customer outcomes.
• Drive improvements in customer satisfaction metrics, including NPS and retention rates.
• Maintain accurate account documentation, customer health reports, and success plans.
• Support team continuity and performance by sharing knowledge, documenting processes, and providing leadership backup when required.