Client Success Specialist

Summary

Join our client's growing team as a fully remote Client Success Specialist! This role focuses on providing exceptional support and guidance to home service professionals using our AI-powered marketing platform. You will onboard new clients, manage communications, and proactively address their needs. You will also identify opportunities for upselling and gather client feedback to improve the platform. Technical troubleshooting and sharing educational resources are also key aspects of this position. Success in this role involves exceeding customer retention and satisfaction goals and ensuring clients feel empowered to use the platform fully.

Requirements

• 1+ years in customer success, operations, or support-related roles
• Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly
• Ability to make customers feel heard and valued
• A customer-obsessed mindset with the ability to prioritize and address customer needs efficiently
• Strong time management skills to handle high communication volumes and multiple accounts
• Must be adaptable and proactive in a startup environment
• Strong computer skills with the ability to learn new tools quickly
• Experience with CRM tools (preferably HubSpot) or client support platforms like Zendesk or Freshdesk

Responsibilities

• Guide new clients through the onboarding process, ensuring they understand how to use the platform’s tools to meet their specific business needs
• Provide training on best practices to ensure a smooth transition and maximize client success
• Manage high-volume communication with clients via phone, email, and text
• Address client inquiries and concerns promptly while building strong, long-term relationships
• Proactively assess and anticipate customer needs to ensure continued satisfaction
• Identify opportunities for upselling and cross-selling additional services based on client needs and business growth potential
• Provide strategic advice to help clients leverage the full suite of tools offered
• Act as the voice of the customer by collecting feedback and communicating it to the product and engineering teams
• Track client usage metrics, identify opportunities for growth, and monitor success
• Offer technical support for clients who need help with more complex features such as domain names, DNS records, hosting, and email connections
• Share resources such as tutorials, best practice guides, and FAQs to help clients navigate the platform
• Encourage independent use of these resources

Preferred Qualifications

• Experience with home service businesses or marketing tech
• Familiarity with web networking (e.g., domains, DNS, hosting, email records)
• Experience with HTML, CSS, or JavaScript
• Meeting or exceeding customer retention and satisfaction goals
• Proactively identifying opportunities to improve customer experience, growth, and retention
• Ensuring clients feel supported and empowered to use the platform fully
• Gathering and relaying client feedback to drive product improvements
• Maintaining high levels of client engagement through educational initiatives and personalized guidance