Customer Success Specialist

LocalWork; Chandler (AZ); On-site; USD 55,000 - 85,000; Full time

Job summary

LocalWork in Chandler, AZ is hiring a full-time Customer Success Specialist to engage with clients in-office and maximize value from our platform. You will onboard customers, monitor health metrics, and collaborate with Sales and Support to ensure successful outcomes.

The ideal candidate will have proven customer success experience, strong communication, and a track record in driving retention and satisfaction through proactive, data-driven approaches.

Qualifications

• Proven experience in a customer success, account management, or similar client-facing role.
• Strong knowledge of customer success processes and CRM software; HubSpot preferred.
• Excellent communication and ability to foster positive relationships.
• Accountability in driving retention and satisfaction through innovative strategies.
• Excellent organizational skills with multi-account management.
• Resilience in handling customer concerns and maintaining positive relations.
• Bachelor degree in Business, Communications, or related field preferred.

Responsibilities

• Develop and maintain strong relationships with customers to ensure success.
• Onboard new customers with training and resources for platform adoption.
• Monitor health metrics, identify risk, and boost engagement.
• Liaise between customers and Sales/Technical Support to resolve issues.
• Gather feedback and collaborate with product teams on improvements.
• Update clients on new features and encourage adoption.
• Conduct periodic check-ins and implement retention strategies to reduce churn.
• Prepare status, renewal, and forecast reports for internal use.
• Advocate for customer needs within the company to meet goals.
• Escalate complex issues for timely resolution.

Skills

Customer success

CRM software

HubSpot

Communication

Relationship building

Retention strategies

Problem solving

Organization

Negotiation

Analytical mindset

Education

Bachelor's degree in Business/Communications

Tools

HubSpot CRM

Job description

At LocalWork, we are excited to announce an opening for a full-time Customer Success Specialist to join our dedicated team. This challenging and rewarding role is ideal for a professional looking to thrive in a dynamic, non-remote work environment. Our Customer Success Specialist plays a pivotal role in enhancing our client's experiences and ensuring their success using our platform. This opportunity is perfect for individuals passionate about delivering exceptional support and building lasting relationships with clients.The successful candidate will be based in our office, directly engaging with our clients to help them navigate and maximize the benefits of our solutions. As a Customer Success Specialist, you'll be instrumental in guiding our clients through their customer journey, ensuring they receive the utmost value from our services. We're looking for a proactive team player who excels in a fast-paced setting and is committed to driving customer satisfaction through excellent service and product knowledge.

Duties and Responsibilities

• Develop and maintain strong relationships with customers, understanding their needs and ensuring their success with LocalWork.
• Onboard new customers, providing training and resources to ensure they are fully equipped to effectively use our platform.
• Monitor customer health metrics, identify risk, and execute loyalty programs to boost customer engagement.
• Act as a liaison between the customer and various teams, including Sales and Technical Support, to ensure customer issues are resolved promptly.
• Gather customer feedback and collaborate with the product team to help drive product improvements.
• Regularly update clients on new features and functionalities, encouraging adoption and deeper product integration.
• Conduct periodic check-ins and execute on customer retention strategies to reduce churn.
• Prepare detailed reports on account status, renewal, and forecast for internal use to aid in decision-making processes.
• Advocate for the customer's needs internally within the company to ensure that their goals and deadlines are met.
• Facilitate successful resolution of customer concerns, escalating higher complexity issues as necessary.

Requirements

• Proven experience in a customer success, account management, or similar client-facing role.
• Strong knowledge of customer success processes and CRM software, with preference given to candidates with HubSpot experience.
• Exceptional ability to communicate and foster positive business relationships.
• Accountability in driving retention and satisfaction through innovative strategies and tactics.
• Excellent organizational skills, with the ability to manage multiple accounts and priorities seamlessly.
• Adept at problem-solving and negotiation, with a consistent track record of resolving issues and ensuring customer success.
• Resilience in navigating customer concerns and maximizing satisfaction while maintaining positive client relationships.
• Higher education in related fields (Business, Communications, or similar) preferred.
• Ability to thrive in a dynamic, collaborative environment and invest in ongoing personal and professional development.
• Keen attention to detail and an analytical mindset towards customer engagement and retention metrics.