Remote Customer Success Specialist

Sales Match; City of Albany (NY); Remote; USD 43,000 - 64,000; Full time

Benefits offered by this job

Fully remote work from home with CRM &

CRM onboarding and training

Job summary

Sales Match is seeking a Customer Success Specialist to help customers derive value from our service. This fully remote, desk-based role is based in the United States and requires a 40-hour workweek with flexible shift times.

You will be the key contact, guiding customers through features, addressing questions, and coordinating with the support team to keep adoption on track. You will review tickets, update CRM records in Salesforce and Freshdesk, and log progress notes.

Qualifications

• 1–2 years in customer success, client services, or account support.
• Understanding of customer lifecycle stages and service adoption.
• Familiarity with Salesforce and Freshdesk for account updates and service tracking.
• Ability to explain service features clearly through professional emails and conversations.
• Availability for a 40-hour weekly commitment.

Responsibilities

• Review incoming customer emails, service tickets, and tasks to identify questions, adoption obstacles, and follow-up needs.
• Check account history, service access, and stated customer goals before deciding next actions.
• Maintain customer profiles and progress notes in a CRM such as Salesforce, recording actions and next steps.
• Organize customer questions through Freshdesk and keep ticket status up to date.
• Guide customers through service features and resources, avoiding promises about results.
• Track adoption milestones and identify customers needing extra guidance or regrouping.
• Coordinate unresolved questions with the support team and account managers, avoiding repeat explanations.
• Escalate persistent issues with a clear summary to the customer success team lead.
• Follow up after guidance to confirm next steps and close tasks.

Skills

Customer success

Communication

Prioritization

Education

High school diploma or equivalent

Tools

Salesforce

Freshdesk

Job description

Sales Match is seeking a Customer Success Specialist to help customers derive value from our service. This fully remote, desk-based role is based in the United States and requires a 40-hour workweek with flexible shift times.

You will be the key contact, guiding customers through features, addressing questions, and coordinating with the support team to keep adoption on track. You will review tickets, update CRM records in Salesforce and Freshdesk, and log progress notes.