Customer Success Specialist - Up to $2,000 Sign-on Bonus

Maintain and update family information in our CRM system, ensuring accuracy and reliability for internal teams.

Organize and oversee customer onboarding, renewals, and follow-up schedules to ensure timely and efficient service delivery.

Generate and analyze reports on customer engagement, satisfaction, and retention metrics to inform team strategies and decision-making.

Create and maintain clear, organized documentation for customer success workflows, FAQs, and support resources.

Manage family requests, escalations, and follow-ups, ensuring issues are routed to the appropriate team members and resolved promptly.

Identify opportunities to improve customer success operations and propose efficient solutions to optimize workflows.

Work closely with sales, clinical, and product teams to ensure seamless communication and alignment of administrative processes.

Strong organizational and multitasking skills with excellent attention to detail.

Experience in administrative support, customer success, or operations roles.

Bilingual, fluent Spanish and English is a plus.

Ability to create and manage reports, dashboards, and performance metrics.

Excellent communication skills, both written and verbal.

A proactive approach to problem-solving and process improvement.

Familiarity with customer service principles and a strong commitment to supporting internal and external stakeholders.

Strong organizational skills with the ability to manage multiple tasks and priorities

Self-motivated and proactive in identifying and solving problems

Familiarity with Mass Health programs is a plus, but we can certainly teach you the ropes!