Job Description
The Customer Success Consultant sits at the center of the customer lifecycle — driving adoption, improving satisfaction, and proactively managing risk. This role owns churn, downgrades, and credit risk within the portfolio, ensuring Customer Success leads value protection while identifying expansion and recovery opportunities.
This is an ideal opportunity for a customer-first professional who thrives on building trusted relationships, driving measurable outcomes, and protecting long-term customer value.
Strategic Context
Phocas’ growth depends not only on acquiring new customers, but on retaining and expanding them. Customer Success plays a central role in portfolio health by ensuring customers adopt deeply, achieve ROI, and remain long-term advocates.
This role bridges onboarding, adoption, risk management, and renewal support — ensuring customers are engaged, supported, and aligned to measurable business outcomes.
Why This Role Matters
- Retention Performance: Direct ownership of churn, downgrades, and credit risk.
- Customer Adoption: Drives usage depth and value realization across accounts.
- Risk Mitigation: Identifies early warning signals and executes recovery plans.
- Customer Experience: Delivers consistent, high-quality interactions and issue resolution.
- Cross-Functional Impact: Aligns closely with AM, AE, Support, and Product to protect and grow accounts.
- Operational Discipline: Maintains accurate CRM data, health tracking, and structured success plans.
What You Will Be Responsible For
- Drive structured onboarding, training, and proactive engagement to accelerate adoption
- Develop and execute success plans aligned to customer business outcomes
- Own churn, downgrade, and credit risk within assigned portfolio
- Identify early risk signals and implement clear mitigation and recovery actions
- Partner with AMs to maintain accurate retention forecasting
- Lead meaningful customer reviews focused on value, ROI, and strategic alignment
- Coordinate cross-functional resources to resolve issues and remove barriers
- Maintain accurate CRM documentation, health scores, and engagement tracking
- Share product feedback and insights to improve processes and customer journey
- Operate with disciplined cadence and strong documentation standards
Who We Are Looking For
- Excellent relationship-building, communication, and facilitation skills
- Strong problem-solving capability with ability to guide customers to outcomes
- Highly organized and able to manage multiple accounts simultaneously
- Confident delivering training and presenting to varied audiences
- Proactive, curious, customer-first mindset with resilience under pressure
- Strong documentation and operational discipline
- Passion for technology, continuous learning, and alignment with Phocas values
Why Phocas?
Phocas Software is a profitable, growing SaaS company with a loyal customer base and a category-leading product. With a clear path toward scaling from $70M to $250M and a reimagined GTM structure, this is a prime moment to join and shape the future of how we deliver value to customers.
We know that fun is different for everyone. So, if you want to try out innovative approaches to sales, lead a project, save the planet, or spend more time with your favourite people outside work, you’ll have our full support.
As long as you’re doing what brings you joy, the rest falls into place. Think less stress, higher performance, more energy and all-round nicer human. Your friends and family will be delighted.
Create your happy place
Benefits
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Family Leave (Maternity, Paternity)
Short Term & Long Term Disability
Training & Development
Work From Home
Wellness Resources
Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.
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