Customer Success Specialist

Socket.dev; Upper Saddle River (NJ); On-site; USD 50,000 - 61,000; Full time

Benefits offered by this job

Health insurance (100% company-paid)

Dental and Vision insurance

401(k) plan with company matching

Paid time off + holidays

Breakfasts, lunches, and snacks

Team events and company Olympics

Job summary

EarthCam is seeking a Customer Success Specialist to manage and support customer accounts, driving satisfaction, product adoption, retention, and growth within existing accounts.

The role requires proactive outreach and accountability, with opportunities to expand within accounts and collaborate with Sales, Support, and Product teams. Strong communication and organization are essential.

Qualifications

• 2+ years in Customer Success, Account Management, or a client-facing role.
• Experience managing multiple accounts simultaneously.
• Strong phone and written communication skills.
• Experience working with SaaS platforms preferred.
• Comfortable using CRM systems and ticketing tools.
• Bachelor's degree preferred.

Responsibilities

• Manage assigned customer accounts from onboarding through renewal.
• Conduct proactive outreach via phone, email, and virtual meetings.
• Drive product adoption and ensure customers are using key features.
• Monitor account health and elevate churn risks early.
• Respond to customer inquiries and coordinate issue resolution.
• Work closely with Sales, Technical Support, and Product teams.
• Maintain accurate CRM documentation and account records.
• Follow established processes and meet team KPIs.
• Support renewal and expansion conversations.
• Participate in ongoing product and process training.

Skills

Customer Success

Account Management

Client-facing

Phone Communication

Written Communication

SaaS platforms

Education

Bachelor's degree preferred

Tools

CRM systems

Ticketing tools

Job description

Who We Are

EarthCam is a global leader in webcam technology that gives construction teams real-time visibility into their jobsites-anytime, anywhere. Our solutions support project monitoring, documentation, promotion, and jobsite security across construction projects worldwide.

Our platform delivers live video, time-lapse recordings, progress tracking, and site security, powered by smart AI tools that turn visual data into useful insights for better decision-making. Since creating the first construction webcam in 1996, EarthCam has been trusted on major projects like One World Trade Center, SoFi Stadium, and the Panama Canal Expansion, and integrates with tools such as Procore, Autodesk, and Bentley.

We're a collaborative, hands-on team that builds our technology in-house and works closely across departments to solve real problems for real users.

Job Description

EarthCam is seeking a Customer Success Specialist to manage and support assigned customer accounts. This role focuses on driving customer satisfaction, product adoption, retention, and growth within existing accounts.

The position requires proactive outreach, structured follow-up, and the ability to identify opportunities for expansion. This is not a passive support role - it requires initiative, accountability, and consistent customer engagement.

Responsibilities

• Manage assigned customer accounts from onboarding through renewal
• Conduct proactive outreach via phone, email, and virtual meetings
• Drive product adoption and ensure customers are using key features
• Monitor account health and elevate churn risks early
• Respond to customer inquiries and coordinate issue resolution
• Work closely with Sales, Technical Support, and Product teams
• Maintain accurate CRM documentation and account records
• Follow established processes and meet team KPIs
• Support renewal and expansion conversations
• Participate in ongoing product and process training

Who You Are

• A clear and professional communicator who is comfortable leading customer conversations
• Proactive and organized in managing follow-ups and account activity
• Comfortable conducting outreach rather than waiting for inbound requests
• Solutions-oriented and calm when addressing customer concerns
• Detail-oriented and accountable for results
• Able to manage multiple accounts simultaneously
• Team-oriented but capable of working independently

Qualifications

• 2+ years in Customer Success, Account Management, or a client-facing role
• Experience managing multiple accounts simultaneously
• Strong phone and written communication skills
• Experience working with SaaS platforms preferred
• Comfortable using CRM systems and ticketing tools
• Bachelor's degree preferred

What We Offer

At EarthCam, we believe great work starts with feeling supported, valued, and inspired. We offer a competitive compensation package and a people-first environment where innovation, growth, and collaboration thrive.

Our benefits include:

• Salary starting at $55,000 annually and performance-based bonuses
• 100% company-paid health insurance (single coverage)
• Dental and Vision insurance
• 401(k) plan with generous company matching
• Paid time off plus paid holidays
• Complimentary breakfasts, lunches, and snacks
• Team events, BBQs, and our annual company Olympics

We're proud to foster an energetic, entrepreneurial workplace where your ideas matter and your career can grow.