Customer Success Support Specialist

Customer Success Remote, India

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Description

EGNYTE YOUR CAREER. SPARK YOUR PASSION. 
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. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters who doers, thinkers, and collaborators are who embrace and live by our values:
IconDescription automatically generatedInvested Relationships
IconDescription automatically generatedFiscal Prudence
IconDescription automatically generatedCandid Conversations
 
ABOUT EGNYTE 
Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com.
We are seeking a highly self-motivated and hands-on Customer Success Support Specialist to join our growing Customer Success Team to play a key role in reducing revenue leakage and improving customer retention by re-engaging customers who have a past due outstanding balance. This role partners closely with Renewals, Collections, Customer Success, and Finance to proactively recover lost ARR/MRR, streamline reinstatement workflows, ensure recovered revenue is accurately reflected in the forecast.
The ideal candidate will have a record of success in time management, customer relations and thinking outside the box to find optimal and scalable solutions to issues that may arise.
 
What YOU’LL DO: 
  • Lead proactive multi-touch outreach (email, phone, SMS) to customers behind on payments and align on repayment or reinstatement plans.
  • Educate customers on reinstatement options, billing methods, account access timelines, and next steps.
  • Execute reinstatements for returning customers and ensure smooth service restoration.
  • Answer internal and external customer inquiries promptly, efficiently, and professionally through Zendesk and Salesforce.
  • Partner with Collections to ensure seamless handoff, tracking, and follow-through on non-payment accounts.
  • Collaborate closely with Billing, Collections, and Sales teams to resolve customer concerns via phone, email, or virtual meetings.
  • Work with Customer Success Managers (CSMs) to ensure high-value customers receive personalized and timely follow-up.
  • Coordinate with Renewals to align recovery outcomes with renewal forecasting, reporting, and retention strategy.
  • Apply critical-thinking and problem-solving skills to identify and resolve billing and payment-related issues quickly.
  • Maintain accurate, detailed records of recovery activity across CRM and billing platforms (Salesforce, Gainsight, internal billing tools).
  • Leverage CRM systems and customer support platforms to manage cases, track interactions, and ensure consistent documentation.
  • Deliver weekly and monthly reports summarizing revenue recovered, trends, root causes, and recommendations.
  • Identify recurring drivers of non-payment churns and propose improvements in communication, workflows, or tooling.
  • Execute and propose process improvements that automate or accelerate recovery procedures and reduce manual effort.
 
YOUR QUALIFICATIONS 
  • 2–4 years in Customer Success, Renewals, Collections, or Account Management (SaaS/subscription-based strongly preferred)
  • Experience with payment processes, billing systems, contracts, and POs
  • Familiarity with subscription renewals, churn metrics, retention data, and recovery/reinstatement motions
  • Strong verbal and written communication; able to tailor messaging to different audiences
  • Proven ability to navigate sensitive payment or delinquency conversations with professionalism and empathy
  • Proficiency with Salesforce, CRM dashboards, Gainsight, Zendesk
  • Comfortable using Excel, Tableau, or similar analytics tools
  • Analytical mindset with the ability to identify trends and translate them into actionable insights
  • Experience with Salesforce, reviewing contracts/ orders and purchase orders 
  • Good understanding of payment processes, billing systems 
  • High attention to detail, accuracy, and follow-through
  • Strong organizational and time management skills; ability to multitask effectively
  • Ability to work during US EST hours on a daily basis - this is a MUST
 
BENEFITS 
  • Competitive salaries
  • Medical insurance and healthcare benefits for you and your family
  • Fully paid premiums for life insurance
  • Flexible hours and PTO
  • Mental wellness platform subscription
  • Gym reimbursement
  • Childcare reimbursement
  • Group term life insurance
 
COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION: 
At Egnyte, we celebrate our differences and thrive on our diversity for our employees, our products, our customers, our investors, and our communities. Egnyters are encouraged to bring their whole selves to work and to appreciate the many differences that collectively make Egnyte a higher-performing company and a great place to be.
 

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