Client Success Specialist

Monthly Pay: $3,868 - $5,777 USD per month

Summary:

Every resolved question helps a client use a service confidently and understand the next step. The Client Success Specialist focuses on service adoption and ongoing account support within the client success team, working under a customer service team lead. This position works with clients, the support team, and account managers to clarify needs and keep requests moving toward resolution. This is a fully remote, desk-based work from home position in New York, United States.

The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming client emails and service tickets in a Support platform such as Freshdesk, identifying the question, urgency, and requested outcome.
• Check account context, previous conversations, and open requests in a CRM such as Salesforce before recommending an appropriate next step to clients.
• Confirm the client's goals and current service use, asking focused questions to distinguish routine guidance needs from issues requiring specialist support.
• Explain product or service information in plain language, helping clients understand available features, standard processes, and practical ways to use the service.
• Guide clients through established onboarding checkpoints and adoption steps, noting unresolved questions and any obstacles that prevent progress with their agreed goals.
• Record clear conversation summaries, actions taken, assigned owners, and expected next steps so colleagues can continue support without repeating questions unnecessarily.
• Follow up on open requests at agreed intervals, obtaining updates from the support team and keeping clients informed when an answer remains pending.
• Escalate unresolved service issues or repeated adoption barriers to the customer service team lead, providing relevant context and a concise explanation of support needed.
• Share recurring questions and client feedback with account managers and the support team to help improve guidance and identify service gaps.
• Close requests after confirming the outcome and documenting next steps; quality is judged through accuracy, turnaround, complete notes, and consistent follow-up.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of client success, account support, or related customer service experience preferred.
• Understanding of client lifecycle stages, service adoption, and the difference between routine account guidance and issues requiring escalation.
• Familiarity with a CRM such as Salesforce and a Support platform such as Freshdesk for reviewing account activity and maintaining useful notes.
• Ability to explain service information clearly in writing and conversation, adjusting the level of detail to the client's needs.
• Ability to review prior interactions, verify information, and identify the next action without making unsupported promises about outcomes or timing.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for focused remote work and confidential client conversations.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including participation in scheduled team discussions.
• Authorization to work in the United States.
• Fully remote work from home in a desk-based client success role, without an office commute.
• Structured onboarding and training on a CRM such as Salesforce and a Support platform such as Freshdesk, using established workflows and examples.
• Regular check-ins with the customer service team lead to review questions, discuss priorities, and receive practical feedback.
• Opportunities to build client education, service adoption, account support, and relationship management skills through everyday client interactions.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.