Customer Success Specialist

Company Description PSA Security Network is the world’s largest consortium of systems integrators, representing progressive security and audio-visual integrators across North America. PSA members operate over 500 branch locations, employ more than 13,500 industry professionals, and contribute over $4.5 billion annually in security, fire, life safety, and pro AV installations. The organization’s mission is to elevate the industries it serves through exceptional education, networking, services, and strong partnerships with leading technology providers. PSA delivers this mission by offering robust training programs and distinctive services that help member companies improve operations and performance. PSA also includes Edge, a division focused on innovative technology solutions; more information is available at psasecurity.com and edge.technology.

Role Description The Customer Success Specialist is a full-time, on-site role based in Westminster, CO. This position is responsible for supporting member and customer accounts, ensuring a positive experience from onboarding through ongoing engagement. Day-to-day tasks include responding to inquiries, resolving issues, and providing guidance on PSA services, programs, and technology offerings. The specialist will proactively monitor customer satisfaction, gather feedback, and collaborate with internal teams to improve processes and service delivery. Additional responsibilities include maintaining accurate records in customer systems, preparing basic reports on account activity, and contributing to outreach initiatives that strengthen member relationships.

Qualifications

• Strong customer-facing skills, including Customer Service and Customer Support, with a focus on building long-term relationships.
• Ability to drive Customer Satisfaction by managing expectations, following through on commitments, and advocating for customer needs.
• Effective Communication skills, both written and verbal, for interacting with members, vendors, and internal teams.
• Solid Analytical Skills to interpret customer data, identify trends, and recommend improvements to processes and services.
• Experience in customer success, account management, or support roles in B2B or technology-related environments is beneficial.
• Comfort using CRM or customer management tools and standard office productivity software.
• Strong organizational and time-management abilities, with attention to detail and follow-through.
• High school diploma or equivalent required; post-secondary education in business, communications, or a related field is a plus.