Client Success Specialist

Spektrix; New York (NY); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

21 days PTO + 14 holidays

401(k) with 4% match

Sabbatical after 5 years

WFH setup support

Job summary

Spektrix invites a Client Success Specialist to join our delivery team in New York. You will manage relationships with a group of clients, deliver onboarding, support, and enablement, and coordinate across Product, Operations, Solutions, and Enablement to ensure successful outcomes.

The role emphasizes on-call coverage, multi-channel support, and proactive issue detection, with a focus on arts and cultural clients. Hybrid work with in-office schedule during onboarding and potential travel.

Qualifications

• 1+ years in a client-facing role, such as support, customer success, or account management, or in arts/culture settings.
• Able to quickly learn and navigate complex software systems.
• Excellent interpersonal and written/verbal communication skills.
• Ability to build relationships with client stakeholders across roles and seniority.
• Ability to manage multiple priorities while ensuring important items progress.
• Strong organizational skills and attention to detail with good documentation habits.
• Proficiency in Excel, Google Sheets, Docs, and other web apps.
• Ability to explain technical information clearly to non-technical audiences.
• Willingness to accept feedback and adapt to new processes.

Responsibilities

• Resolve inbound client inquiries via phone, email, and video chat using internal docs and processes.
• Identify trends during support interactions and escalate to the right internal teams.
• Be the primary contact for assigned clients, maintaining awareness of goals and stakeholders.
• Lead client meetings, record calls, confirm next steps in writing, and track tasks to completion.
• Track account health and raise risks promptly.
• Assist clients in adopting core Spektrix capabilities and surface expansion opportunities.
• Deliver activation sessions, workshops, and enablement events.
• Maintain detailed records of client interactions and coordinate with internal teams.
• Escalate complex technical issues and suggest internal process improvements.
• Maintain professionalism and reliability in all client and team interactions.

Skills

Relationship management

Communication

Problem solving

Time management

Account ownership

On-call support

Stakeholder management

Training/enablement

Data/analytics

Tools

Microsoft Excel

Google Sheets

Docs

Zendesk / HubSpot

Job description

Client Success Specialist

Application Deadline: 30 October 2026

Department: Client Success

Employment Type: Full Time

Location: New York, NY

Compensation: $65,000 - $75,000 / year

Description

• Reports to: Manager, Client Success Delivery
• Location: New York City office - hybrid
  • To ensure a seamless onboarding experience, this role begins with a structured 3-day/week in-office schedule for the first few months. Once you’re fully up to speed and comfortable in the role, you'll have greater flexibility to transition to a lighter in-office schedule.
• Hours/Status: Full-Time, exempt
  • Regular hours are usually 9am-5pm or 10am-6pm, Monday-Friday.
  • Occasional on-call work is required on a rotational basis (evenings 1:00-9:00 pm and weekends 10:00 am-6:00 pm).
• Travel: Occasional travel may be required
• Salary (USD): $65,000-$75,000

The role

Spektrix has an exciting opportunity for Client Support Specialists to join our team! As one of our Client Success Specialists (CSS), you'll provide accurate and timely support and consistent relationship management to Spektrix clients as a member of a Client Success Delivery Team. You'll act as the named relationship owner for an assigned group of clients, while also contributing to the shared reactive support the team provides across its full client cohort. Ultimately, the success of this role is achieved through the delivery of services that lead to successful outcomes for all Spektrix clients within the delivery team’s portfolio.

If you thrive on building meaningful connections, solving puzzles on the fly, and helping arts and cultural organizations succeed, we’d love for you to join us!

What You'll Do

• Multi-Channel Resolution & On-Call Coverage: Resolve inbound client inquiries across phone, email, and video call using internal documentation and established processes, and participate in the support schedule, including rotating on-call coverage outside business hours.
• Proactive Issue Detection: Identify broader trends during support interactions such as recurring bugs, training gaps, or emerging risks and either address them directly or elevate them to the right internal team.
• Account Ownership & Stakeholder Management: Serve as the primary point of contact for assigned clients, keeping a clear view of their organizational goals, platform usage, and key stakeholders while maintaining consistent touchpoints.
• Meeting Management & Action Tracking: Lead and follow up on client meetings including recording calls when appropriate, confirming next steps in writing, and tracking tasks through to completion.
• Risk Monitoring & Escalation: Continuously track account health for early warning signs of dissatisfaction, low engagement, or declining usage, documenting and raising risks promptly.
• Feature Adoption & Strategy: Guide clients through adopting core Spektrix capabilities tailored to their goals, leveraging product data and account history to surface expansion opportunities and bringing in specialist teams for advanced client needs.
• Session & Event Delivery: Deliver tailored activation sessions, workshops, and enablement events for individual clients or groups using established materials from Enablement and the Client Success Lead.
• Cross-Functional Alignment & Documentation: Maintain detailed records of client interactions in internal systems while collaborating across Client Success, Product, Operations, Solutions, and Enablement to resolve complex issues and share actionable feedback.
• Technical Escalation & Continuous Improvement: Escalate complex technical issues falling outside standard procedures, while actively identifying opportunities to optimize internal processes and submitting recommendations to the CS Team Manager.
• Professional Standards: Consistently display professionalism and reliability in all client and team interactions to build lasting trust.

What You Bring

• 1+ years of experience in a client- or customer-facing role, such as support, customer success, or account management, or in box office, ticketing, or patron services within an arts or culture organization.
• Proven ability to quickly learn and navigate complex software systems, and to apply that knowledge to client questions and needs.
• Excellent interpersonal and verbal/written communication skills, including the ability to explain technical information clearly to non-technical audiences.
• Ability to build effective working relationships with client stakeholders across a range of roles and levels of seniority.
• Ability to manage a wide range of priorities, including making sure important urgent items don’t get dropped, while important items that aren’t urgent still get moved steadily forward.
• Strong organizational skills and attention to detail, with a consistent approach to documenting work and following through on commitments.
• Strong technical aptitude with a high degree of proficiency in tools such as Microsoft Excel, Google Sheets, Docs, and other web-based applications.
• Ability to provide explanations and reasons for the choices you make and the advice you provide.
• Ability to recognize and accept responsibility for mistakes and take the steps needed to achieve a resolution.
• Demonstrated openness to coaching, feedback, and new ways of working as team processes evolve.
• Ability to maintain sensitive/confidential client information.

Bonus Points if you have:

• Experience using Spektrix, or another ticketing, CRM, or fundraising platform, in an arts or culture setting.
• Experience with support and client management tools, such as Zendesk or HubSpot.
• Experience delivering training, webinars, or workshops to clients or end users.
• Professional working proficiency in French.

Benefits

• Company paid medical, dental and vision insurance
• Generous Paid Time Off benefits, including
  • 21 days of PTO (vacation, personal time, whatever you choose to use it for)
  • 14 paid holidays
  • 10 Paid Sick Days
• 401(k) with 4% employer match
• Two paid volunteering days per year
• Professional development opportunities
• Flexible working with support for WFH setup and equipment
• Month-long Paid Sabbatical after 5 years of service
• Free snacks, drinks and breakfast items in our offices
• Varied range of regular social activities throughout the year

Working From Home

While many Spektrix team members live near one of our offices (NYC, London, or Manchester), remote/non-local team members work from home most of the time, and all team members work from home at least some of the time! We provide reasonable support and all the hardware you need to get started, but we do require that you have the have the following in place to work from home:

• A quiet working space at home where you can consistently take video calls without interruption
• A strong, reliable internet connection that supports your participation in video calls and access to our systems and service

Working At The Office

For team members who are 'local' to NYC, a stipend is offered for each day you work on-site. Think of it as our way of easing potential commute related costs (but no need to prove it - this is a perk we offer for days worked onsite, regardless of how you choose to get there).

Equal Opportunities

Spektrix is an equal opportunity employer. We recruit regardless of race, religion, gender, gender identity, sexual orientation, age or disability status and look to employ from a wide range of backgrounds and experiences.

Spektrix is committed to creating an inclusive work environment, where our team members are supported in expressing themselves and delivering their best work. So, however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

Diversity

Diversity in the workplace is hugely important to our working environment and to enable both individuals and Spektrix to thrive. By valuing each person’s differences we enable each person to contribute their unique experiences, strengths and viewpoints. Workplace diversity is something we aim to achieve and maintain at Spektrix, and we are pursuing a workforce that reflects the diversity of the communities we serve and work in. We aim to reflect this diversity in all departments and at all levels of seniority in the business, right up to the board.

In an effort to help us reduce bias, please do not include a photo on your resume or application.