Customer Success Specialist

Customer Success Specialist

Are you a relationship-builder who thrives on turning customers into long-term champions? Do you love the idea of guiding clients through onboarding, solving problems before they start, and keeping the customer experience running smoothly?

Idea Tek is looking for a Customer Success Specialist to own post-sale relationships with our business customers—ensuring satisfaction, retention, and long-term growth. You'll be the friendly face (or voice) that steps in once a contract is signed, helping guide implementation, following up after install, and building the strategy behind ongoing client touchpoints. From day-to-day communication to discovering upsell opportunities, you'll be a key part of our customer journey.

You'll start your day by checking customer success tasks and reviewing upcoming installs or touchpoints. You might send a follow-up email to a recently installed business customer, confirm services are set correctly, or flag a potential upsell to the sales team. Later, you could help schedule a discovery meeting or hop on a call to resolve a lingering post-install issue. You're the steady, reliable point of contact that keeps customers informed and confident in their partnership with Idea Tek.

Key responsibilities include:

• Guide new customers from the close of sale through install—ensuring a smooth onboarding experience
• Schedule and support customer discoveries, installations, and follow-ups
• Confirm service accuracy and satisfaction before the first bill is issued
• Create success plans for each client, documenting key needs, timelines, and account details
• Own ongoing customer touchpoints: follow up, check-in, and retention outreach
• Support account renewals and identify upsell opportunities through relationship-building
• Maintain organized records of each customer's journey and communication
• Collaborate across departments to solve issues, improve handoffs, and advocate for customers
• Help build scalable systems to ensure all accounts receive proactive care and follow-up

Preferred qualifications:

• Experience in telecommunications or internet services
• Familiarity with CRMs, ticketing systems, or customer support platforms
• Passion for customer experience and a natural drive to go the extra mile
• Ability to communicate across departments
• Strong retention or upsell instincts and an ability to spot opportunities

Beyond the qualifications, these attributes are what make someone a great fit for our team:

• Relationship-focused with strong emotional intelligence
• Calm, confident, and clear communicator
• Resourceful and eager to solve problems
• Results-oriented with a desire to grow accounts, not just maintain them
• Curious, open to feedback, and always looking for ways to improve the process

Idea Tek is a cutting-edge telecommunications company dedicated to bringing fast, reliable internet to underserved communities. We're a passionate team of innovators and problem-solvers committed to making a difference in the lives of our customers. At Idea Tek, we value our employees and foster a culture of collaboration, growth, and community involvement.

A few of the key ways we strive to make employees feel valued include:

• Competitive pay + performance-based bonus
• Medical, dental, vision, life, and 401k with match
• Free coaching/counseling for employees & families
• Free internet service (if available in your area) or internet reimbursement
• Tuition reimbursement for personal and professional growth
• Community engagement opportunities
• Culture that values results, effort, and integrity

• We are Trustworthy – We build confidence through transparency, follow-through, and dependability.
• We count on Big Thinkers – We don't just imagine the future—we create it with bold, actionable ideas.
• We have a Resilient Spirit – We embrace challenges, bounce back from setbacks, and keep striving for more.
• We stand on Belief – We believe everyone deserves access to technology that helps them learn, grow, and thrive.
• We foster Connectedness – Our work goes beyond broadband—we build real connections within our team and our communities.
• We drive Innovation – We're always looking for ways to improve and redefine what's possible.

If you're excited to join a team that supports real people, builds meaningful technology, and solves problems that matter—apply today!

To be considered for this role, you'll need the following required qualifications:

• 3+ years of experience in account management, customer service, sales, or customer success
• Strong interpersonal and communication skills—able to stay calm and professional via phone and email
• Organized and proactive with strong attention to detail
• Tech-comfortable—quick to learn platforms and use systems to track and follow through
• Confident working independently and managing multiple priorities at once