Customer Support Representative

TGAE Group; Northern (KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Remote (USA)

Medical, Dental, Vision

401(k) matching

Unlimited PTO

Home office stipend

Wellness days

Leadership training

Career advancement

Job summary

TGAE Group is seeking a strategic Customer Support Representative to own the post-sale lifecycle for our enterprise accounts. You will act as a trusted advisor and digital growth partner, ensuring clients achieve maximum ROI and satisfaction with our services.

Lead onboarding of dashboards, conduct executive reviews, triage escalations, monitor health, and collaborate with cross-functional teams to renew contracts and identify upsell opportunities across SEO, web design, and programmatic ads.

Qualifications

• 4+ years of B2B client success or account management in SaaS or large agencies.
• Deep understanding of digital marketing metrics and enterprise goals.
• Expertise in Salesforce, HubSpot, or Gainsight and ticketing systems.
• Strong emotional intelligence for complex stakeholder relationships.
• Proven ability to drive renewals and cross-sell opportunities.
• Executive-level written and verbal communication skills.
• Analytical mindset with ability to translate feedback into improvements.

Responsibilities

• Serve as strategic adviser and primary contact for enterprise accounts.
• Lead onboarding and adoption of dashboards and reporting cadences.
• Conduct executive business reviews to align deliverables with revenue goals.
• Triage and de-escalate urgent client concerns with cross-functional teams.
• Monitor account health scores and drive high retention and renewals.
• Identify upsell opportunities across services (e.g., SEO, programmatic ads).
• Synthesize client feedback to refine service offerings and workflows.

Skills

Enterprise CRM

Executive communication

Data analysis

Upselling & renewals

Stakeholder management

SaaS knowledge

Team collaboration

Tools

Salesforce

HubSpot

Gainsight

Job description

TGAE Group is hiring a strategic Customer Support Representative professional to own and elevate the post-sale lifecycle for our high-value accounts. Moving beyond traditional support, you will act as a trusted advisor and digital growth partner, ensuring our clients achieve maximum ROI and unparalleled satisfaction with our ecosystem of services.

Requirements

• 4+ years of experience in B2B Client Success, Account Management, or Strategic Support, ideally within a SaaS or large agency
• Deep understanding of digital marketing metrics, web development cycles, and enterprise business goals
• Expertise in enterprise CRM platforms (Salesforce, HubSpot, or Gainsight) and ticketing systems
• Exceptional emotional intelligence, capable of navigating complex stakeholder relationships and high-stakes escalations
• Proven ability to drive account expansion, renewals, and identify cross-sell opportunities
• Flawless executive communication skills, both written and verbal, tailored to C-level audiences
• Highly analytical mindset with a passion for transforming client feedback into operational improvements

Responsibilities

• Serve as the strategic advocate and primary point of contact for a portfolio of enterprise-level accounts
• Lead comprehensive client onboarding, ensuring seamless adoption of custom dashboards and reporting cadences
• Conduct regular strategic check-ins and executive business reviews to align agency deliverables with client revenue goals
• Skillfully triage and de-escalate urgent client concerns, rallying internal technical and creative teams for rapid resolution
• Monitor account health scores, proactively intervening to guarantee high retention and contract renewal rates
• Identify logical upsell pathways (e.g., expanding from web design into retained SEO or programmatic ads)
• Synthesize ongoing client feedback to help executive leadership refine agency service offerings and operational workflows

Benefits

• Competitive annual base salary ($65,000 – $90,000) plus lucrative commission on account renewals and expansions
• 100% Remote (USA) with flexible scheduling
• Comprehensive Medical, Dental, and Vision plans (100% covered for the employee)
• 401(k) matching program
• Generous Unlimited PTO and dedicated mental health/wellness days
• Stipends for home office setup, internet, and wellness/gym memberships
• Structured leadership training and clear advancement tracks to Director of Client Success
• A highly supportive, collaborative executive team that values your front-line insights