Client Success Specialist; CSS Job Daphne area,Alabama USA,Sales

Position: Client Success Specialist (CSS)

We’re looking for a Client Success Specialist who is passionate about helping customers succeed and takes full ownership of the client journey after the sale. This role is responsible for onboarding, training, ongoing account management, support, and Quarterly Business Reviews (QBRs) for a portfolio of customers. The Client Success Specialist plays a direct role in driving Net Revenue Retention (NRR) by ensuring customers adopt Sales Mail effectively, understand its value, and continue to grow their partnership with us over time.

This is not a reactive support role. It is a proactive, relationship-driven role focused on outcomes, trust, and long-term customer success.

Sales Mail is revolutionizing outbound sales and relationship-building with personalized video messaging — the easiest and most effective way to send branded, trackable videos via email, text, and CRM integrations. Our SaaS platform helps high-performing teams in Senior living, Multifamily Housing, Real Estate, and beyond stand out from the competition, build trust faster, accelerate sales cycles, and book more meetings/tours (customers typically see 2–3 extra meetings per month).

We're growing rapidly and looking for a hungry, results-driven CSS to join our team and own the client experience.

About the Role

The Client Success Specialist plays a direct role in driving Net Revenue Retention (NRR) by ensuring customers adopt Sales Mail effectively, understand its value, and continue to grow their partnership with us over time.

This is not a reactive support role. It is a proactive, relationship-driven role focused on outcomes, trust, and long-term customer success.

Key Responsibilities Customer Onboarding & Training

Lead new customers through onboarding to ensure a confident and successful start
Set up client and user accounts, integrations, etc.
Deliver clear, engaging training sessions tailored to customer roles and workflows
Help customers understand best practices and how Sales Mail fits into their day-to-day work

Account Management & Retention

Manage a book of business with full ownership of customer health and satisfaction
Build trusted relationships with key stakeholders at each account
Monitor usage and engagement to proactively identify risk or expansion opportunities
Maintain accurate customer records in CRM, including notes, activities, risks, and next steps
Partner with customers to align Sales Mail usage with their goals and success metrics

Quarterly Business Reviews (QBRs)

Plan and lead meaningful, outcome-focused QBRs with customers
Review adoption, usage trends, and performance metrics
Reinforce value delivered and align on next steps and opportunities
Identify risks early and create action plans to drive retention and growth

Support & Advocacy

Serve as the primary point of contact for customer questions and challenges
Take ownership of issues through resolution, coordinating with internal teams as needed
Advocate for customer needs and insights across Product, Sales, and Support
Help ensure the voice of the customer informs product improvements and priorities

What Success Looks Like

Customers are onboarded quickly and confidently
Training leads to real adoption and consistent usage
QBRs are timely, thoughtful, and clearly tied to customer outcomes
Customers understand and can articulate the value Sales Mail provides
Retention is strong and expansion opportunities emerge naturally
Net Revenue Retention (NRR) goals are consistently met or exceeded
Customers view Sales Mail as a trusted partner, not just a vendor

Qualifications Required

Experience in client success, account management, customer support, or a related role
Strong communication and relationship-building skills
Comfort managing multiple accounts and priorities simultaneously
Comfortable leading engaging training sessions for groups over Zoom or other virtual platforms
High sense of…