Customer Success Representative

Socket.dev; Louisville (KY); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Fuel allowance

Cell phone allowance

Commission opportunities

Performance-based raise

Full benefits package

401(k) with company match

Paid training and development

Company-sponsored tropical trip

Inclusive team culture

Job summary

Socket.dev is seeking a proactive field-based customer liaison to manage a portfolio of existing customers. You will lead onboarding, maintain ongoing communication, and ensure service satisfaction across franchisees.

This role combines customer engagement with hands-on operational support in the field. You will train and mentor franchisees, propose additional services, and document interactions in our systems.

Qualifications

• 2+ years of customer service, client-facing, or account management experience.

Responsibilities

• Onboard new customers and ensure a smooth setup.
• Deliver field-based and classroom training to franchisees on procedures and client management.
• Provide quotes and proposals for additional services.
• Document all interactions in the internal system.
• Address inquiries and resolve issues with professionalism.
• Assist with loading/preparing equipment for franchisees (light-duty).

Skills

Communication

Training & coaching

Organization

Light physical tasks

MS Office

CRM experience

Driver’s license & travel

Tools

CRM

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

• $50,000 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