Our client is an AI-powered marketing platform dedicated to empowering home service professionals—such as plumbers, electricians, HVAC technicians, landscapers, and more—to grow their businesses online. Their all-in-one solution includes SEO-optimized websites, social media management, Google Business Profile optimization, and custom link-in-bio pages. Trusted by over 500 service businesses nationwide, they aim to deliver fast, affordable, and effective digital marketing solutions to help businesses thrive in an increasingly competitive market.
Location and Time:
Fully Remote (Work from Home), 9 AM - 5 PM EST
Role Overview:
Our client is seeking a proactive and empathetic Client Success Specialist to join their growing team. This role is 100% remote and offers the opportunity to work with a dynamic and fast-paced startup. As a Client Success Specialist, you will be the primary point of contact for clients, ensuring they receive maximum value from the platform. Your efforts will directly contribute to customer retention, satisfaction, and the overall success of their businesses. You’ll work closely with dedicated product and engineering teams to ensure continuous improvement and world-class service for customers.
Key Responsibilities:
Client Onboarding & Training: 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.
Client Support & Relationship Management: 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.
Upselling & Growth Consulting: 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.
Feedback Loop & Performance Monitoring: 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.
Technical Troubleshooting & Support: Offer technical support for clients who need help with more complex features such as domain names, DNS records, hosting, and email connections.
Educational Content & Resources: Share resources such as tutorials, best practice guides, and FAQs to help clients navigate the platform. Encourage independent use of these resources.
Qualifications:
Experience: 1+ years in customer success, operations, or support-related roles. Experience with home service businesses or marketing tech is a plus.
Communication Skills: Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly. Ability to make customers feel heard and valued.
Customer-Focused: A customer-obsessed mindset with the ability to prioritize and address customer needs efficiently.
Time Management & Adaptability: Strong time management skills to handle high communication volumes and multiple accounts. Must be adaptable and proactive in a startup environment.
Technical Aptitude: Strong computer skills with the ability to learn new tools quickly. Familiarity with web networking (e.g., domains, DNS, hosting, email records) is a big plus. Experience with HTML, CSS, or JavaScript is helpful but not required.
CRM Proficiency: Experience with CRM tools (preferably HubSpot) or client support platforms like Zendesk or Freshdesk.
What Success Looks Like:
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
Application Process:
To be considered for this role these steps need to be followed:
Fill in the application form
Record a video showcasing your skill sets