Customer Success Specialist

As a member of the Customer Business Operations team at OnLogic, you will be the proactive support engine and primary customer advocate for our core account base. In this role, you will focus on delivering outstanding customer care, preventing churn, and nurturing long-term account growth. By leveraging automated workflows and account health signals, you will streamline follow-ups and ensure every customer receives a high-touch, memorable experience.

We believe in the power of in-person collaboration and the benefits of a strong workplace community. Therefore, this role requires an onsite presence at our South Burlington, Vermont or Cary, North Carolina office. We encourage candidates who are able to relocate or comfortably commute to apply.

In this role, you’ll be responsible for:

• Delivering world-class customer experiences by actively nurturing customer accounts, building strong relationships, and ensuring long-term satisfaction along with account retention.
• Maximizing tools, system alerts, and automated workflows to efficiently track customer reorder cycles, spot potential friction early, and engage high-potential accounts proactively with tailored support.
• Serving as the primary customer advocate for post-sale support, repurchase quoting, and product migration requests, while providing a smooth support journey.
• Managing and resolving complex customer support requests and ticket escalations via HubSpot, acting as the internal voice of the customer across Engineering, Supply Chain, and Operations.
• Identifying customer growth opportunities and routing warm expansion signals and qualified leads to Sales.
• Tracking key success metrics, including Customer Satisfaction (NPS), Revenue Retention, Account Reactivation rates, and Sales Capacity Gain.
• Maintaining clean CRM records and logging detailed customer interactions to ensure a seamless, personalized customer experience across team.

The team you will be joining: 

Our Sales & Marketing team is a collaborative crew of digital marketers, creative storytellers, revenue drivers, and account strategists dedicated to positioning OnLogic as the first choice in edge computing and helping customers make the impossible possible. Together, they build demand, fuel growth, and champion the customer experience across every touchpoint. From creative campaign development and ecommerce management to strategic account growth, complex solution selling, and partner co-sell motions, this team bridges brand awareness with high-impact revenue generation and scalable sales operations.

• Learn more about Life at OnLogic: www.onlogic.com/life-at-onlogic

• Bachelor's degree in Business Administration, Communications, Marketing, or a related field (equivalent professional experience will be considered).
• At least 3 years of experience in Customer Success, Account Support, Account Management, or Sales Operations.
• A deep passion for customer experience with a proven track record of advocate-first customer support and relationship building.
• Proficiency with CRM systems (preferably HubSpot) for ticketing, account tracking, and workflow automation.
• Technical aptitude and comfort discussing hardware solutions; prior experience or knowledge of industrial compute, rugged edge systems, or tech hardware is a plus.
• Demonstrated ability to leverage modern customer tools and automation to identify health signals, organize efficient outreach, and drive proactive account nurture strategies.
• Ability to work in the U.S. without visa sponsorship, now and in the future.

Who we're looking for:

• A customer experience champion who is deeply passionate about customer happiness, takes pride in removing friction, and thrives on delivering dedicated, empathetic care.
• A proactive nurturer and relationship builder who views every customer as a strategic partner and seeks out opportunities to add value at every stage of their journey.
• An efficient, tech-savvy problem solver who leverages tools and automation to spot account health signals early, anticipate reorder timelines, and maximize outreach impact.
• A strong cross-functional communicator who can articulate customer needs internally and collaborate seamlessly across Engineering, Legal, Supply Chain, and Sales Operations to resolve complex issues.
• A collaborative team player who works closely with teammates to share operational responsibilities and balance workloads effectively across the team.

Who we are:

OnLogic employees have the opportunity to shape our future and drive impactful change. We design and manufacture specialized edge computing solutions for companies all over the world, helping them to make the seemingly impossible possible. Our computers are designed to work where others fail, and it's our vision to be the first choice in edge computing. To make that vision a reality, we've built a team of ambitious problem solvers, guided by the company's core values of Open, Fair, Innovative, and Independent. We have an open office, open salaries, and strive to be fair and transparent in our decision making. We encourage input and feedback from every member of our team and look to improve ourselves and our business every single day.

Diversity is an essential element of our core values. Not just respecting, but actively embracing a variety of backgrounds, life experiences, and opinions, helps us foster innovation, enhances our problem-solving capabilities, and promotes learning and engagement among the members of our team. We strongly encourage those with diverse backgrounds to apply.

We are committed to providing a safe, inclusive, and harassment-free workplace for all employees. We do not tolerate any form of harassment, discrimination, or bias based on race, ethnicity, gender, sexual orientation, religion, disability, age, or any other protected characteristic.

To learn more about our values, our mission and what it's like to work at OnLogic, visit www.onlogic.com/careers.

The salary range for this role is $65,000 to $85,000. We determine final compensation based on discussions with applicants and their experience in similar roles. 

• A competitive Salary based upon your experience and the requirements of the role
• A comprehensive Benefits package
• 401k Plan with 3% Employer Contribution
• An Annual Profit Share Bonus 
• Paid Maternity & Paternity Leave, and Short & Long Term Disability
• A personal development plan created to help you (and us) grow

#LI-Onsite #LI-SBG