Senior Customer Success Specialist, Key Accounts

• Build and maintain strong, long-term customer relationships
• Manage high-value customer accounts and serve as a point of contact for inquiries, concerns, and escalations
• Proactively communicate with customers to understand needs, address challenges, and identify opportunities
• Monitor customer satisfaction and account health to support retention
• Guide customers through onboarding, software setup, and product familiarization
• Help customers understand and use platform features and capabilities
• Schedule and lead customer video meetings
• Respond to inquiries through email, phone, and other channels
• Troubleshoot software concerns, investigate issues, and coordinate with internal teams
• Manage escalations and maintain accurate customer records
• Collaborate with Sales, Product, Marketing, and other internal teams
• Share customer feedback and identify opportunities to improve workflows, engagement, and product adoption

• At least 3 years of experience in customer service, Customer Success, or a related customer-facing role
• At least 1 year of experience managing high-value customer accounts, preferably involving customer retention, relationship management, escalations, or account growth
• Experience working with SaaS products, cloud-based software, or technology platforms, with the ability to learn new systems quickly
• Comfortable scheduling, coordinating, and leading video call meetings with customers
• Strong written and verbal communication skills, with the ability to build customer relationships and explain technical information clearly
• Able to work full time, US business hours.

• Budget rate is up to $14 per hour.