Customer Success Specialist

About Clicki

Clicki is a fast-growing SaaS company helping home service businesses generate more customers through referrals.

Customer Success Specialist

On-site Grand Rapids, Michigan

Salary range USD 45,000 - 57,500 / year

Clicki is a fast-growing SaaS company helping home service businesses generate more customers through referrals.

Our platform automates referral programs, tracks performance, integrates with the software our customers already use, and handles rewards for customers and employees. Hundreds of businesses across the country rely on Clicki to drive measurable growth.

This is a hands-on customer success role that combines onboarding, relationship management, product education, and technical problem-solving.

You will work directly with small business owners and their teams. One day, you might launch a new customer’s referral program. The next, you might troubleshoot a CRM integration, review campaign performance, or help a customer improve engagement.

You will be responsible for owning customer questions through resolution and making sure every customer feels supported, informed, and confident using Clicki.

• Customer Onboarding
• Guide new customers through implementation and launch
• Configure referral campaigns based on each customer’s goals
• Help customers connect their CRM and other software
• Lead product training sessions for owners and their teams
• Keep implementations organized and moving forward
• Ensure customers launch quickly and confidently

• Build trusted relationships with customers
• Conduct proactive check-ins and performance reviews
• Help customers improve participation, referrals, and overall results
• Identify customers who may need additional support before problems escalates
• Recommend features and strategies based on each customer’s goals
• Share customer feedback with Product, Engineering, Sales, and Leadership

• Respond to customer questions by phone, email, Zoom, and support ticket
• Troubleshoot referral activity, rewards, campaigns, integrations, and data syncing
• Investigate issues, document relevant details, and own the customer communication through resolution
• Explain technical concepts in clear, customer-friendly language
• Work with Product and Engineering when an issue requires deeper investigation
• Create help articles, videos, and other resources that make customers more successful

• Help customers consistently receive measurable value from Clicki
• Increase adoption of important features and workflows
• Identify potential churn risks and take action early
• Introduce additional capabilities when they align with a customer’s needs
• Support long-term retention and account growth through excellent service

• New customers launch on time and with confidence
• Customers understand how to use Clicki and incorporate it into their business
• Questions and technical issues are resolved quickly and thoughtfully
• Customer risks are identified early instead of after a cancellation request
• Customers generate more referrals and see measurable business results
• Customer feedback is clearly communicated and helps improve the product
• Customers view Clicki as a trusted partner in their growth

• At least two years of experience in customer success, customer support, account management, implementation, or another customer-facing SaaS role
• Experience supporting or working with software products
• Strong written and verbal communication skills
• Confidence leading customer calls and product training sessions
• Technical curiosity and the ability to learn new software quickly
• Strong organization and follow-through across multiple customer accounts
• A resourceful problem-solving mindset
• The ability to take ownership without waiting for detailed instructions
• A genuine interest in helping small business owners succeed
• Comfort working in a fast-moving startup environment where priorities can evolve

• Experience with home service software such as Service Titan, Field Routes, Gorilla Desk, Pest Pac, Housecall Pro, Jobber, or Service Autopilot
• Experience with Zapier, APIs, webhooks, CRM…