SaaS Client Experience Specialist - Remote; EST​/CST

(This role is for candidates based in Central or Eastern Timezones, please only apply if you reside in one of these time zones).

The Position

The Customer Experience Specialist role at Machinio plays a key part in the growth of our fastest-growing product, Machinio System—an all-in-one software solution that powers websites and CRMs for dealers in the machinery, marine, and service industries. If you are highly detail-oriented, organized, enjoy solving problems, excel at building and maintaining relationships, can quickly learn new systems and functionalities, thrive under deadlines, are passionate about process and continuous improvement, and are committed to delivering an exceptional customer experience, this role is an excellent fit.

It also offers long-term growth within a foundational, early-stage team!

Our Company

Machinio operates  and Machinio System, and this role will work with the latter. We’re a fast-moving, former startup transforming a traditional $400 billion industry through technology, with teams across North America, Europe, and Asia. Our SaaS product, Machinio System, is experiencing rapid growth, and we’re looking for a proactive, organized, and analytical thinker to join our team and help deliver an outstanding experience to our existing clients.

You either have the skills below or are willing to learn them:

• Strong client relationship and communication skills, with the ability to build trust, maintain excellent client interactions, lead meetings and training sessions, and clearly explain functions and solutions.
• Patient, detail-oriented, and proactive, with impeccable attention to grammar and visual presentation and a strong ability to manage assigned work, deadlines, and deliverables consistently.
• Quick to learn and adapt, with an interest in learning new systems, product functionalities, processes, and methods and applying that knowledge to continuously improve the client experience.
• Curious about AI and how it can improve the way we work, with an interest in tools such as Claude, ChatGPT, AI triggers, and agentic AI, and a thoughtful approach to balancing automation and AI efficiency with the human judgment, relationships, and work that should remain human-led.
• Client-focused, retention-minded, and collaborative, with an interest in understanding what keeps clients successful and engaged, identifying opportunities to improve satisfaction, contributing to initiatives that prevent churn, and being a kind, genuine team player who thrives in a group setting.
• This is not a cushy role—you will be online, available, engaged, and actively working during scheduled hours to support clients and the team.

Responsibilities:

• Own the client support experience for dedicated accounts, serving as the primary point of contact through the support inbox and phone line, responding to inquiries, troubleshooting issues, escalating when necessary, and assisting with Machinio System website updates and questions.
• Build strong client relationships and product engagement through proactive check-ins, phone and video conversations, training sessions, and clear learning materials that help clients understand and get the most value from the product.
• Drive client retention and prevent churn by identifying client concerns, engagement gaps, and churn risks; following up on late payments; applying effective retention strategies; and working on special projects designed to increase client satisfaction and long-term retention.
• Turn client feedback into action by gathering feedback and testimonials, identifying recurring needs and opportunities, and contributing insights that support marketing, product improvement, and a better overall client experience.
• Collaborate and continuously improve by participating in…