Customer Success Specialist

About the Role
  
Our client is looking for a proactive and customer-focused Customer Success Specialist to support and develop relationships with a portfolio of customers, ensuring they receive a consistently high level of service and value throughout their journey.
Working closely with the wider Customer Success team and cross-functional stakeholders, this position will support customer onboarding, product and service adoption, ongoing account needs, issue resolution, and regular customer engagement. The Customer Success Specialist will serve as a key point of contact for customers, helping to understand their requirements, coordinate internal resources, and ensure requests and commitments are handled efficiently.
  
Key Responsibilities

• Manage day-to-day relationships with assigned customers, acting as a trusted point of contact for ongoing questions, requests, and account needs.
• Build strong customer relationships by developing an understanding of their objectives, priorities, challenges, and expectations.
• Support new customer onboarding, including account setup, documentation, information gathering, training coordination, and implementation activities.
• Guide customers through relevant products, services, systems, and processes to encourage effective adoption and maximize value.
• Conduct regular customer check-ins to review progress, address outstanding requirements, and identify opportunities to strengthen engagement.
• Monitor customer activity, open requests, follow-ups, deadlines, and commitments to ensure actions are completed within agreed-upon timeframes.
• Proactively identify potential customer issues, risks, or areas of dissatisfaction and take appropriate action before they escalate.
• Coordinate with internal teams to resolve customer questions and issues efficiently, maintaining clear communication throughout the process.
• Manage routine customer communications, including information requests, status updates, documentation requirements, and follow-up activities.
• Support customer retention by monitoring account health, identifying potential risks, and escalating concerns when appropriate.
• Identify opportunities to increase product or service adoption based on customer needs and objectives.
• Maintain accurate and up-to-date customer records, account information, activities, documentation, and next steps within CRM and internal systems.
• Coordinate recurring customer activities, including audits, reporting, documentation, account reviews, and other scheduled requirements.
• Assist with the preparation of customer reports, account reviews, presentations, and other Customer Success materials.
• Gather customer feedback and communicate relevant insights to Product, Sales, Support, Operations, and other internal stakeholders.
• Identify opportunities to improve the customer journey, internal workflows, and recurring Customer Success processes.
• Develop and maintain customer-facing and internal resources, including templates, checklists, process documentation, and best-practice materials.
• Collaborate with Customer Success Managers and other team members to ensure a consistent and high-quality customer experience.
• Develop a thorough understanding of the organization’s products and services to confidently support customers and communicate their value.

Requirements

• 2+ years of experience in Customer Success, Client Success, Account Management, Customer Experience, Client Services, Implementation, Customer Operations, or a similar customer-facing role.
• Demonstrated ability to build and maintain positive professional relationships with customers.
• Strong customer-service mindset with a focus on understanding customer needs, delivering value, and creating positive outcomes.
• Excellent written and verbal communication skills, with confidence communicating directly with customers and external stakeholders.
• Strong organizational and time-management skills with the ability to manage multiple customer accounts, requests, deadlines, and priorities simultaneously.
• Proactive approach to customer management, with the ability to identify potential issues and required next steps without waiting for direction.
• Strong attention to detail and a commitment to maintaining accurate customer records, documentation, and account information.
• Excellent follow-through with the ability to take ownership of customer requests and responsibilities through completion.
• Strong problem-solving skills and the ability to respond effectively to customer questions, challenges, and changing priorities.
• Good judgment regarding when to resolve customer matters independently and when additional support or escalation is required.
• Experience working with CRM platforms, customer success systems, or similar business software.
• Comfortable learning new products, technologies, software platforms, and processes quickly.
• Ability to interpret customer information and account activity to identify risks, trends, and opportunities for improved engagement or adoption.
• Strong collaboration skills with experience working across departments such as Sales, Product, Support, Operations, and Implementation.
• Ability to work effectively in a fast-paced and evolving environment where processes and priorities may change as the organization grows.
• Previous experience within a B2B SaaS, technology, or subscription-based organization would be advantageous.
• Experience supporting customer onboarding, product adoption, retention, or account growth would be beneficial.
• Previous experience within property technology, real estate, property management, or a related industry would be advantageous but is not required.