Customer Success Support Specialist - Remote

Overview

Egnyte is a place where we spark opportunities for amazing people. We believe that every role has meaning, and every Egnyter should be respected. With 22,000 customers worldwide and growing, you can make an impact by protecting their valuable data.

In Short

• Lead proactive outreach to customers behind on payments.
• Educate customers on reinstatement options and billing methods.
• Execute reinstatements for returning customers.
• Answer customer inquiries through Zendesk and Salesforce.
• Collaborate with Collections and Sales teams to resolve concerns.
• Work with Customer Success Managers to ensure follow-up.
• Coordinate with Renewals to align recovery outcomes.
• Apply critical-thinking to resolve billing issues.
• Maintain accurate records across CRM and billing platforms.
• Deliver reports summarizing revenue recovery and trends.

Requirements

• 2–4 years in Customer Success, Renewals, or Account Management.
• Experience with payment processes and billing systems.
• Familiarity with subscription renewals and churn metrics.
• Strong verbal and written communication skills.
• Proven ability to handle sensitive payment conversations.
• Proficiency with Salesforce and CRM dashboards.
• Comfortable using Excel or similar analytics tools.
• Analytical mindset to identify trends and insights.
• High attention to detail and accuracy.
• Ability to work during US EST hours.

Benefits

• Competitive salaries.
• Medical insurance for you and your family.
• Fully paid life insurance premiums.
• Flexible hours and PTO.
• Mental wellness platform subscription.
• Gym reimbursement.
• Childcare reimbursement.
• Group term life insurance.