Remote Customer Success Specialist — Adoption & Support

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

Benefits offered by this job

Fully remote work

401(k)

Health coverage

Paid leave

Job summary

Talentoma is hiring a Customer Success Specialist for a fully remote, desk-based role based in New York, United States. You will support service adoption, connect customer goals with practical guidance, and coordinate with account managers and the support team to ensure timely issue resolution.

The position requires a 40-hour weekly commitment, with varying working days and shift times. You will use Salesforce and Freshdesk to maintain customer records and track progress, while ensuring

Qualifications

• High school diploma or equivalent.
• About 1-2 years of customer success, client services, or account support experience preferred.
• Understanding of customer lifecycle stages, service adoption, and the connection between customer goals and continued service use.
• Familiarity with a CRM such as Salesforce and a support platform such as Freshdesk for account updates and service tracking.
• Ability to explain service features clearly through professional email responses and customer conversations, adapting explanations to different levels of familiarity.
• Ability to prioritize open account tasks, maintain accurate notes, and recognize when an issue needs guidance from another team.
• Access to a reliable computer, high-speed internet, and a quiet private workspace suitable for customer conversations and focused desk-based work.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Responsibilities

• Review incoming customer emails, service tickets, and assigned account tasks to identify questions, adoption obstacles, and requests needing follow-up.
• Check account history, service access, previous conversations, and stated customer goals before deciding the next appropriate action within established service procedures.
• Maintain customer profiles and progress notes in a CRM such as Salesforce, recording agreed actions, responsible contacts, and next follow-up dates.
• Organize customer questions through a support platform such as Freshdesk, keeping ticket status and internal handoff notes current throughout resolution.
• Guide customers through available service features and approved resources, relating instructions to their intended outcomes without making unsupported promises about results.
• Track agreed adoption milestones and identify customers who may need additional guidance, clearer instructions, or help reconnecting with the service.
• Coordinate unresolved service questions with the support team and account managers, sharing relevant context so customers do not need to repeat explanations.
• Escalate persistent access problems, missed commitments, or concerns about continued service use to the customer success team lead with a clear summary.
• Follow up after guidance or issue resolution, confirm whether the customer can proceed, and record any remaining actions before closing the task.
• Meet quality expectations through accurate account updates, timely responses, complete notes, appropriate escalation, and reliable follow-up on commitments made to customers.

Skills

Customer success

CRM

Communication

Time management

Work authorization

Customer lifecycle

Education

High school diploma

Tools

Freshdesk

Salesforce

Job description

Talentoma is hiring a Customer Success Specialist for a fully remote, desk-based role based in New York, United States. You will support service adoption, connect customer goals with practical guidance, and coordinate with account managers and the support team to ensure timely issue resolution.

The position requires a 40-hour weekly commitment, with varying working days and shift times. You will use Salesforce and Freshdesk to maintain customer records and track progress, while ensuring