Client Success Specialist

Talentoma; New York (NY); Remote; USD 43,000 - 64,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Job summary

Talentoma is hiring a Client Success Specialist for a fully remote role based in New York, United States. You will support clients, coordinate with the support team and account managers to move requests toward resolution, and help users adopt the service.

The position requires a 40-hour weekly commitment, varies shift times, and works entirely from home with a desk-based setup. Prior client success or customer service experience is preferred, with strong written and verbal communication skills.

Job description

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

Summary:

Every resolved question helps a client use a service confidently and understand the next step. The Client Success Specialist focuses on service adoption and ongoing account support within the client success team, working under a customer service team lead. This position works with clients, the support team, and account managers to clarify needs and keep requests moving toward resolution. This is a fully remote, desk-based work from home position in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming client emails and service tickets in a Support platform such as Freshdesk, identifying the question, urgency, and requested outcome.
• Check account context, previous conversations, and open requests in a CRM such as Salesforce before recommending an appropriate next step to clients.
• Confirm the client's goals and current service use, asking focused questions to distinguish routine guidance needs from issues requiring specialist support.
• Explain product or service information in plain language, helping clients understand available features, standard processes, and practical ways to use the service.
• Guide clients through established onboarding checkpoints and adoption steps, noting unresolved questions and any obstacles that prevent progress with their agreed goals.
• Record clear conversation summaries, actions taken, assigned owners, and expected next steps so colleagues can continue support without repeating questions unnecessarily.
• Follow up on open requests at agreed intervals, obtaining updates from the support team and keeping clients informed when an answer remains pending.
• Escalate unresolved service issues or repeated adoption barriers to the customer service team lead, providing relevant context and a concise explanation of support needed.
• Share recurring questions and client feedback with account managers and the support team to help improve guidance and identify service gaps.
• Close requests after confirming the outcome and documenting next steps; quality is judged through accuracy, turnaround, complete notes, and consistent follow-up.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of client success, account support, or related customer service experience preferred.
• Understanding of client lifecycle stages, service adoption, and the difference between routine account guidance and issues requiring escalation.
• Familiarity with a CRM such as Salesforce and a Support platform such as Freshdesk for reviewing account activity and maintaining useful notes.
• Ability to explain service information clearly in writing and conversation, adjusting the level of detail to the client's needs.
• Ability to review prior interactions, verify information, and identify the next action without making unsupported promises about outcomes or timing.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for focused remote work and confidential client conversations.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including participation in scheduled team discussions.
• Authorization to work in the United States.
• Fully remote work from home in a desk-based client success role, without an office commute.
• Structured onboarding and training on a CRM such as Salesforce and a Support platform such as Freshdesk, using established workflows and examples.
• Regular check-ins with the customer service team lead to review questions, discuss priorities, and receive practical feedback.
• Opportunities to build client education, service adoption, account support, and relationship management skills through everyday client interactions.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.