Scale Army Careers
The Customer Success Specialist will own the post-sale relationship with B2B partners, including dealerships, distributors, and custom auto shops, ensuring they receive strong ongoing service and support.
The role will focus on nurturing existing accounts, proactively identifying upsell and cross-sell opportunities to increase account revenue, and serving as the primary point of contact for escalated customer needs. The Customer Success Specialist will combine relationship management, revenue growth, and issue resolution to strengthen client retention and account performance.
Location
Fully Remote (Work from Home) | 7:00 AM – 3:00 PM PT, Monday – Friday
Key Responsibilities
Account Management & Client Engagement
- Manage a dedicated portfolio of current B2B customer accounts as their primary strategic point of contact.
- Build strong, long-term relationships to drive consistent engagement, loyalty, and brand retention.
- Conduct regular account reviews and client check-ins to monitor account health and ensure customer satisfaction.
Revenue Growth & Upselling
- Proactively identify and execute upsell and cross-sell opportunities within the existing client base.
- Understand client business needs and recommend relevant product expansions to increase overall account revenue.
- Track revenue goals and consistently work toward engagement and expansion targets.
Escalated Support & Issue Resolution
- Serve as the primary escalation point for critical or complex customer issues.
- Coordinate with operations, shipping, and production teams to resolve customer problems quickly and effectively.
- Handle challenging escalations through empathetic, solutions-oriented communication.
Collaboration & Workflow Management
- Maintain accurate CRM records of client interactions, account health, and sales opportunities.
- Translate client feedback into clear internal action items to support improvements in products and service delivery.
Qualifications
Experience
- 2–4+ years of experience in B2B Customer Success, Account Management, or B2B Sales.
- Proven experience driving engagement and closing upsell and cross-sell opportunities within existing accounts.
- Experience managing multiple client accounts in a fast-paced environment.
- Experience managing escalated customer support issues (tickets).
- Previous experience in auto parts sales, automobile sales, or the aftermarket automotive industry is a strong plus.
Skills
- Strong B2B relationship and account management skills.
- Ability to identify and execute revenue-growth opportunities within existing customer accounts.
- Ability to confidently manage high-stakes client conversations.
- Strong problem-solving skills and ability to manage complex customer escalations.
- Ability to manage multiple client accounts and priorities simultaneously.
- Strong CRM recordkeeping and account-tracking capabilities.
- Ability to translate customer feedback into clear internal action items.
- Fluency in both English and Spanish is highly preferred.
What Success Looks Like
- Current B2B customers remain highly engaged and loyal to the brand.
- Account revenue increases through successful, strategic upselling.
- Customer escalations are resolved quickly and professionally, resulting in positive outcomes and stronger client trust.
- Accounts are managed proactively and remain healthy.
- New sales opportunities within existing accounts are consistently identified.
Opportunity
The Customer Success Specialist will have the opportunity to represent a globally recognized brand in the luxury automotive space while directly contributing to account growth and customer experience. The role combines B2B relationship management, strategic upselling, and customer success, providing direct ownership over the health and growth of existing customer accounts.
Application Process:
To be considered for this role these steps need to be followed:
- Fill in the application form
- Record a video showcasing your skill sets