Customer Success Specialist

Job Overview

Mission Statement:
Provide exceptional customer service through effective and professional communication, support the Sales Team, and ensure customer requests, questions, feedback, complaints, and service concerns are handled promptly, accurately, and in adherence to Katsam Property Services standards. The Customer Success Specialist will help confirm services are being completed, ensure clients are receiving quality service, and assist in strengthening the relationship between Katsam Property Services and its customers.

The purpose of the Customer Success Specialist is to maintain and improve relationships with our existing customer base while supporting the Sales Team in creating a consistent and professional customer experience. This position serves as the primary point of contact for customer requests, service questions, adjustments, renewals, upsell and cross‑sell opportunities, and problem resolution, ensuring customer expectations are understood, communicated, documented, and carried out by the appropriate departments.

• Promptly respond to customer communication, requests, questions, and concerns.
• Work directly with the Sales Team to support customer communication, follow‑up, and service‑related needs.
• Confirm whether services have been completed and communicate updates to customers in a timely manner.
• Respond to customer feedback, complaints, and service concerns with professionalism and a solution‑oriented approach.
• Assist with upsells, cross‑sells, service adjustments, one‑off scheduling requests, call‑ins, and applicable renewals.
• Enter and maintain accurate customer, service, scheduling, and communication information within company systems.
• Promptly reply to urgent customer requests.
• Maintain consistent communication regarding service updates, completion confirmations, scheduling changes, and resolution timelines.
• Address customer feedback, complaints, and concerns promptly and proactively.
• Confirm services performed and communicate findings, updates, or next steps to the customer.
• Communicate service adjustments and customer expectations clearly to the appropriate internal departments.
• Identify upsell and cross‑sell opportunities that may improve the customer experience or better meet the customer’s needs.
• Reiterate the company’s commitment to customer satisfaction and maintain a positive relationship.
• Provide customer support, follow‑up, service information, and communication assistance to the Sales Team.
• Assist with customer renewals, recurring service questions, and follow‑up as directed by the Sales Team or management.
• Communicate customer needs, service concerns, missed expectations, and approved adjustments clearly and in a timely manner.
• Assist with one‑off schedule requests, call‑ins, special service needs, and customer‑requested changes while keeping the Sales Team informed as needed.
• Coordinate with Operations and field teams to ensure services are carried out according to scope, expectations, and Katsam Property Services standards.
• Listen to customer concerns, gather all relevant details, and determine the appropriate next step for resolution.
• Document complaints, service issues, customer feedback, and agreed‑upon resolutions accurately within company systems.
• Follow up with customers after issues, complaints, or service concerns to ensure satisfaction and completion of resolution.
• Escalate recurring issues, high‑priority concerns, or unresolved customer problems to the appropriate manager or department.
• Help ensure clients are receiving quality services in a professional and timely manner.
• Enter customer requests, notes, service updates, schedule changes, feedback, and follow‑up items promptly.
• Maintain accurate customer records, including service history, communication history, renewal information, and special instructions.
• Track customer complaints, service adjustments, upselling/cross‑selling opportunities, and follow‑up items as directed.
• Provide updates to management and the Sales Team regarding recurring customer concerns, service trends, and customer satisfaction opportunities.
• Come prepared to internal meetings with accurate updates on customer requests, unresolved issues, completed follow‑ups, and service‑related needs.