We are seeking a motivated and highly experienced Customer Success Specialist to join our growing Customer Success Team. This role is responsible for managing and expanding client relationships, driving software adoption, and ensuring long-term customer satisfaction and retention.

The ideal candidate is proactive, detail-oriented, highly organized, and thrives in a fast-paced, client-facing environment. As a trusted partner to assigned accounts, the Customer Success Specialist will act as the primary point of contact for clients while representing the full range of the company’s products and services.

Previous experience in SaaS Customer Success or Account Management is strongly preferred.

Key Responsibilities

• Serve as the primary owner for assigned client accounts managing up to $1.5M ARR
• Act as the main point of contact for all client-related matters
• Build and maintain strong, long-term client relationships
• Conduct client onboarding, training, and ongoing coordination
• Proactively assess, clarify, and validate client business needs
• Drive product adoption and identify opportunities for account growth and additional revenue
• Ensure the successful and timely delivery of solutions aligned with client goals and objectives
• Communicate configuration updates, enhancements, and project progress clearly and effectively
• Partner with internal teams to resolve client concerns and support escalations
• Support contract renewals and client retention initiatives
• Maintain performance targets including:
• Greater than 98% Gross Retention
• Greater than 100% Net Retention on rolling quarterly metrics

Qualifications

• Proven experience in Customer Success, Account Management, or Client Services roles
• SaaS Customer Success experience preferred
• Strong relationship management and customer engagement skills
• Excellent troubleshooting, analytical, and problem-solving abilities
• Ability to manage complex and dynamic customer situations with professionalism and urgency
• Highly organized with strong multitasking and prioritization skills
• Self-motivated and able to work independently
• Outstanding written and verbal communication skills
• Adaptable, resourceful, and eager to learn
• Experience in Real Estate or Accounting industries is a plus

What We’re Looking For

• Customer-focused with a strong sense of ownership

• Strong communicator with excellent interpersonal skills

• Detail-oriented and highly organized

• Calm, solution-oriented, and adaptable under pressure

• Team player who thrives in a collaborative environment

• Comfortable working in a fast-paced and evolving company environment 🌎