[Remote] Customer Success Specialist

Note: The job is a remote job and is open to candidates in USA. More4apps provides Excel-based data-loading solutions for Oracle ERP customers. The Customer Success Specialist manages post-sale relationships across a portfolio of Oracle ERP accounts, driving adoption, retention, renewal readiness, and expansion opportunities.

Responsibilities

• Within the first 30 days, get current on your assigned account portfolio and begin delivering value immediately. This means completing a full account audit across your book, establishing a health score for every assigned account, confirming active executive sponsor relationships, and identifying your top three growth opportunities and top three renewal risks. Support building a repeatable playbook by contributing your field observations back to the team
• Own the health and retention outcomes of your assigned portfolio of accounts. Typically, 40-50 accounts depending on segment and ARR concentration
• Execute the team’s defined at-risk intervention playbook when health scores deteriorate, including executive outreach and escalation for accounts where ARR exposure exceeds defined thresholds
• Maintain a documented expansion view for every account in your book tracking user count trajectory, departmental growth, and Oracle Cloud migration timelines on a quarterly basis
• Identify and qualify expansion opportunities and pass warm opportunities to the account executive using the team’s defined handoff process ensuring every opportunity is documented with account context, expansion use case, & key contact name
• Monitor accounts approaching licensed user limits, activating new departments, or nearing Oracle Cloud migration and initiate proactive conversations based on these signals before the customer raises the issue themselves
• For accounts on Oracle EBS, maintain awareness of migration timelines and flag Cloud migration conversations in CRM
• Facilitate an onboarding kickoff within 10 days of contract start for all new accounts, establishing business outcome goals, internal champion accountability, and the success metrics that will define the relationship at the 12-month mark
• Monitor product adoption weekly for all accounts in their first 90 days, identifying stalling patterns and executing re-engagement interventions before low usage becomes entrenched behavior
• Build and maintain a customer success plan for key accounts documenting agreed outcomes, milestone timelines, and mutual accountability reviewed and updated at each QBR cycle
• Proactively monitor product adoption, engagement, and risk signals. Intervene early on at-risk accounts before they reach churn. Maintain a current health score, updated monthly drawing on product usage data, support ticket patterns, interaction with champions or users, and other engagement metrics
• Proactively surface at-risk signals a minimum of 6 months ahead of renewal
• Identify growth signals including user count trajectory, departmental expansion, and Oracle Cloud migration timelines, and convert these into documented expansion opportunities
• Conduct quarterly business reviews with key accounts, connecting product value delivered with recent or upcoming product releases
• Share QBR insights with manager, product and marketing to inform roadmap prioritization, customer evidence programs, and demand generation content
• Surface renewal risk to manager with specific risk classification, ARR exposure, and recommended intervention - not just a flag that an account is at risk
• Re-engage every account within 10 days of renewal execution - resetting success plan goals, confirming next year’s outcome targets, and re-establishing executive cadence
• Coordinate with finance on contract administration and billing accuracy making sure the contact data is up to date and accurate
• Partner with the customer advocate manager to drive product awareness, new user registrations, and community engagement across your account portfolio identifying customers who are strong advocates and facilitating their participation in training programs, reference calls, and case study development
• Support new user onboarding within existing accounts when expansion or new department activation creates a secondary onboarding need
• Contribute to the CS playbook as a practitioner - documenting what works and what breaks down in your accounts so the manager can continuously improve the framework you are executing against
• Document account-specific knowledge in CRM to ensure continuity if accounts are ever reassigned
• Leverage the team’s AI-powered tooling to maintain coverage across your full book without manual account-by-account audit
• Flag gaps or improvement opportunities in existing workflows

Skills

• Previous More4apps user or Oracle consultant required
• Must reside in one of the following states: CA, MA, NC, PA, TX, KS, or GA
• University/College degree in a relevant field
• 3–5 years of proven Customer Success, Account Manager, or client services experience in B2B software
• Demonstrated experience managing a named account portfolio with accountability for retention outcomes
• Proven ability to manage a portfolio of clients and drive retention outcomes
• Stakeholder management, relationship building, and communication skills across multiple levels including executive sponsors and technical users
• Organized and process-oriented — comfortable operating within a defined playbook and contributing to its improvement
• Excellent spoken and written communication
• CRM proficiency comfortable maintaining contact records, pipeline data, health score documentation, and activity logging
• Familiarity with MEDDIC or similar sales and account qualification methodologies
• Comfortable using AI-powered tooling and automated workflows to scale account coverage

Company Overview

Company H1B Sponsorship