Client Success Specialist

Summary

Join Botkeeper as a Client Success professional and become a strategic growth partner for our customers. You will be the primary point of contact, owning onboarding, training, support, engagement, and retention. Success is measured by client success, requiring proactive risk identification and relationship building. This role demands strategic thinking, crafting success plans, and driving long-term outcomes. You will lead onboarding and training, manage account health, handle support requests, create tailored training, build strong client relationships, and collaborate cross-functionally. Your analytical skills and understanding of client needs will be crucial for success.

Requirements

• 3+ years in a Customer Success, Account Management, or Strategic Support role—preferably in SaaS
• A proactive mindset: you don’t wait for churn signals, you prevent them
• Excellent communication skills with the ability to build trust and influence outcomes
• Experience onboarding and training clients with a focus on business impact
• Comfort navigating the nuances of B2B relationships
• Strong EQ and an analytical approach to client health and success metrics

Responsibilities

• Lead new client onboarding and training with a strong strategic foundation (not just walking through features)
• Own ongoing account health by proactively identifying risks, opportunities, and growth potential
• Handle inbound support requests directly—because you know the client, their goals, and their history better than anyone
• Create and deliver tailored training and enablement that aligns with client goals
• Build deep, consultative relationships with your book of business
• Collaborate cross-functionally with Sales, Product, and Support to deliver a seamless client experience
• Use HubSpot Service Hub to manage touchpoints, track health metrics, and drive insights
• Translate qualitative feedback into product and process improvements
• Develop and execute client success plans that ensure adoption, satisfaction, and long-term retention

Preferred Qualifications

• Familiarity with accounting workflows or working with CPA firms (nice to have)
• Experience with HubSpot (or similar CRM/CS tools) is a plus