Customer Success Representative

Socket.dev; Columbia (MD); On-site; USD 55,000 - 60,000; Full time

Benefits offered by this job

Fuel allowance

Commission opportunities ($3,000-$5,0

Job summary

Socket.dev is seeking a field-based Customer Success/Field Operations role to be the main point of contact for existing customers, ensuring top-tier service and ongoing satisfaction. You will train and mentor local franchisees, supporting day-to-day operations and driving proactive service.

You’ll work in the field, engaging customers, coordinating service, and assisting with operational support while building relationships and solving problems.

Qualifications

• 2+ years of customer service or account management experience preferred.
• Travel locally with valid driver's license; fuel allowance provided.
• Proficient in Microsoft Office; CRM experience is a plus.

Responsibilities

• Onboard new customers, ensuring a smooth setup process.
• Deliver field-based and classroom training to franchisees on procedures and client management.
• Provide quotes and proposals for additional services to maximize partnership value.
• Document all customer/franchisee interactions in internal systems.
• Address service inquiries and resolve client issues with professionalism.
• Assist with loading/prepping equipment for franchisees (light-duty).

Skills

Strong communication and interpersonal

Ability to train, coach, and motivate

Organized, dependable, multitasker

Light physical tasks & fieldwork

Microsoft Office

CRM experience

Valid driver’s license

Tools

CRM software

Job description

About the Company

We’re looking for someone who thrives on building relationships, solving problems, and empowering others. In this role, you’ll act as the main point of contact for existing customers, ensuring they receive top-tier service and support. You’ll also work closely with our local franchisees, providing hands‑on training and mentorship to help them succeed in their day‑to‑day operations. This is a great opportunity for someone who loves to be out in the field, is proactive, and enjoys a mix of customer engagement, service, and operational support.

About the Role

Serve as the primary liaison for a portfolio of existing customers, maintaining ongoing communication and managing service satisfaction.

Responsibilities

• Conduct new customer onboarding, ensuring a smooth and positive setup process
• Deliver field-based and classroom training to both new and existing franchisees on operational procedures, service standards, and client management
• Provide quotes and proposals for additional services, helping customers maximize the value of their partnership
• Document all customer and franchisee interactions in internal system
• Address service-related inquiries and resolve any client issues with professionalism and urgency
• Occasionally assist with loading or preparing equipment for franchisees (light-duty, hands‑on support)

Qualifications

• Prior customer service, client‑facing, or account management experience (2+ years preferred)

Required Skills

• Strong communication and interpersonal skills
• Ability to train, coach, and motivate others — both one‑on‑one and in group settings
• Organized, dependable, and able to manage multiple tasks simultaneously
• Comfortable with light physical tasks and occasional fieldwork
• Proficiency in Microsoft Office; CRM experience a plus
• Valid driver’s license and ability to travel locally (fuel allowance provided)

Pay range and compensation package

• $55-$60k base salary
• Fuel and cell phone allowance
• Commission opportunities ($3,000-$5,000)
• Performance-based raise program
• Full benefits package: medical, dental, vision
• 401(k) with company match
• Paid training and ongoing professional development
• Company-sponsored annual tropical trip for top performers
• Supportive, inclusive team culture