Client Success Specialist

About the Role

As a Client Success Specialist, you will be the primary point of contact for clients, ensuring a smooth onboarding experience, configuring our software to meet their needs, and managing projects to ensure successful implementation. You’ll work cross-functionally with internal teams to address client requests and coordinate any necessary customizations. Your role is to guide clients through the implementation process, troubleshoot issues, and support them in using our platform effectively.

What You’ll Do

• Client Onboarding & Implementation – Lead kickoff calls, communicate the onboarding process, and ensure a seamless setup for new clients.

• Project Management – Track implementation progress, manage timelines, and collaborate with internal teams to ensure successful deployments.

• Client Support & Engagement – Address client questions, make minor configuration updates in the platform, and escalate technical requests to the appropriate teams.

• Software Configuration – Log into our platform to make basic changes on behalf of clients, including targeting, formatting, and logic updates.

• Internal Coordination – Work closely with the tech team to resolve client issues, provide feedback on platform improvements, and ensure clients’ technical needs are met.

• Basic Quality Assurance – Validate that surveys are displaying correctly and troubleshoot any formatting or data-related issues.

What We’re Looking For

• Experience in client success, account management, or project management at a SaaS or tech-driven company.

• Strong communication and problem-solving skills with the ability to guide clients through technical processes.

• Comfort with basic software configuration and a willingness to learn our platform.

• Ability to manage multiple client projects simultaneously and keep things running smoothly.

• A proactive mindset to identify and resolve client issues efficiently.

Bonus Points For:

• Experience in customer feedback management, Voice of Customer (VoC), or survey platforms.

• Familiarity with SaaS implementation and client onboarding best practices.