Customer Success Specialist

Description

About the Role

We're creating a new position focused on one of the most important parts of our business: keeping our customers with us and turning would-be cancellations into long-term relationships.

The Customer Success Specialist owns customer retention. This is the person who gets the "I want to cancel" call and turns it into "Actually, let's keep going." It's the person who spots churn patterns before they become trends, re-engages at-risk customers, and builds longer-term relationships rooted in trust — not just problem-solving.

This is a hybrid role — primarily office-based with use of a company vehicle for in-person customer visits when the situation calls for it. You'll work closely with our Customer Care team, leadership, and field operations to protect the customer relationships we've worked hard to build.

Reporting Structure

This role will report directly to Bill Horgan, Owner, for the immediate term. Given the strategic importance of this position and the impact it has on revenue, the role has been intentionally placed close to ownership while it gets built out and proven.

What You'll Own

• Keeping customers from leaving — operating with a "save desk" mindset
• Handling cancellation calls and turning them into retention wins where possible
• Re-engaging at-risk customers before they reach the cancellation point
• Identifying churn patterns and reasons, and feeding those insights back to leadership
• Building longer-term customer relationships that go beyond transactional service
• Analyzing AI-flagged calls in our call center to spot brewing issues and proactively intervene
• Making decisions on when and how to deploy "Oops Boxes" and other retention tools
• Reaching out to customers who have canceled to explore whether we can earn them back
• Meeting face-to-face with customers when situations require an in-person touch
• Partnering with Customer Care, technicians, and leadership to close the loop on recurring issues so we're fixing root causes, not just symptoms

Success Metrics

• Retention rate
• Save rate
• Customer lifetime value (LTV)

Compensation

• Base salary (exempt, non-overtime eligible)
• Performance-based incentive plan tied to revenue saved and retention outcomes — currently being finalized and will be shared in detail with the selected candidate
• Company vehicle for in-person customer visits as needed
• Standard Debug Pest Control benefits package

Requirements

What We're Looking For
This role demands a specific blend of operational experience, technical skill, and personal flexibility. To be considered, candidates must demonstrate:

• Direct, hands-on customer experience within Pest Control— You have personally run a pest control technician route or met face-to-face with customers to resolve service issues. Phone-only experience is not a substitute for this requirement.
• Proven track record of saving accounts — You can point to specific, concrete examples where you turned an unhappy customer into a retained one. We want to hear those stories with names, situations, and outcomes.
• Strong technical capabilities, including:
  • FieldRoutes — comfortable navigating the system, pulling reports, and managing customer accounts
  • Google Workspace (Gmail, Drive, Docs, Sheets) — daily-use proficiency
  • Excel / Google Sheets — strong, demonstrated experience required, including formulas, filters, pivot tables, and the ability to analyze and present data clearly
• Comfort with data analysis — You can look at call patterns, cancellation reasons, and account histories and extract real insights, not just summaries
• Strong written and verbal communication — Especially under pressure with frustrated customers
• Self-directed and decisive — Much of this role involves making judgment calls in real time, and you need to own those decisions
• Willingness to work outside a 9-to-5 mindset — As a salaried, exempt role, this is not a position with a clean end time. Customer issues don't always happen during business hours, and there will be moments — including occasional evenings or days off — when situations need to be addressed in real time. The right candidate sees that as part of the responsibility, not a burden.
• Familiarity with Debug's services and customer base — Internal candidates will have a head start here

Why This Role Matters
Retention is the most valuable lever we have right now. Every customer we keep is worth multiple new acquisitions, and every customer we win back is a vote of confidence in who we are. We're investing in this role because we believe it deserves dedicated focus and a leader who can build it into something significant.

Equal Employment Opportunity (EEO) statement for Debug Pest Control:At Debug Pest Control, we are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. We strive to create an inclusive workplace where everyone feels valued, respected, and supported. This commitment extends to all aspects of employment, including recruitment, hiring, promotions, transfers, training, benefits, and termination. Discrimination or harassment of any kind is not tolerated at Debug Pest Control. We encourage all qualified individuals to apply for career opportunities with us and join our team in providing exceptional pest control services while upholding our commitment to fairness, equality, and respect.