Customer Success Specialist

Job Title: Customer Success Specialist

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

Summary:

When customers need help getting value from a service, this role makes sure they understand their next steps and have a dependable contact. The Customer Success Specialist sits within the customer success team and works under a customer success team lead to support service adoption and ongoing account needs. The specialist works with customers, account managers, and the support team to connect customer goals with practical guidance and timely issue resolution. This fully remote, desk-based position allows you to work from home in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming customer emails, service tickets, and assigned account tasks to identify questions, adoption obstacles, and requests needing follow-up.
• Check account history, service access, previous conversations, and stated customer goals before deciding the next appropriate action within established service procedures.
• Maintain customer profiles and progress notes in a CRM such as Salesforce, recording agreed actions, responsible contacts, and next follow-up dates.
• Organize customer questions through a support platform such as Freshdesk, keeping ticket status and internal handoff notes current throughout resolution.
• Guide customers through available service features and approved resources, relating instructions to their intended outcomes without making unsupported promises about results.
• Track agreed adoption milestones and identify customers who may need additional guidance, clearer instructions, or help reconnecting with the service.
• Coordinate unresolved service questions with the support team and account managers, sharing relevant context so customers do not need to repeat explanations.
• Escalate persistent access problems, missed commitments, or concerns about continued service use to the customer success team lead with a clear summary.
• Follow up after guidance or issue resolution, confirm whether the customer can proceed, and record any remaining actions before closing the task.
• Meet quality expectations through accurate account updates, timely responses, complete notes, appropriate escalation, and reliable follow-up on commitments made to customers.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of customer success, client services, or account support experience preferred.
• Understanding of customer lifecycle stages, service adoption, and the connection between customer goals and continued service use.
• Familiarity with a CRM such as Salesforce and a support platform such as Freshdesk for account updates and service tracking.
• Ability to explain service features clearly through professional email responses and customer conversations, adapting explanations to different levels of familiarity.
• Ability to prioritize open account tasks, maintain accurate notes, and recognize when an issue needs guidance from another team.
• Access to a reliable computer, high-speed internet, and a quiet private workspace suitable for customer conversations and focused desk-based work.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home with customer support responsibilities handled through online systems and direct communication.
• Structured onboarding and training on a CRM such as Salesforce and a support platform such as Freshdesk, using established service guidance.
• Regular check-ins with the customer success team lead to review priorities, discuss difficult situations, and receive practical feedback.
• Opportunities to strengthen customer success, account coordination, relationship management, and service adoption skills through daily work.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.