Job Description
Join InnovateTech Solutions as a Part-Time Remote Customer Success Specialist and transform how clients experience our cutting-edge SaaS platform. This flexible 20-hour/week role empowers you to build lasting relationships while driving customer retention and satisfaction from the comfort of your home office. We're seeking a tech-savvy communicator passionate about making an impact in the Cleveland tech ecosystem.
Responsibilities
- Proactively onboard new clients via virtual training sessions and personalized onboarding plans
- Monitor client health metrics and implement retention strategies to reduce churn
- Collaborate with cross-functional teams to resolve complex technical issues
- Develop and maintain detailed client documentation and success playbooks
- Facilitate quarterly business reviews to align product usage with client goals
- Identify upsell opportunities and coordinate with sales team for expansion
- Track KPIs including NPS, adoption rates, and customer satisfaction scores
Qualifications
- 2+ years experience in customer success, account management, or client-facing tech roles
- Exceptional written and verbal communication skills with empathy-driven approach
- Proficiency with CRM platforms (Salesforce/HubSpot) and SaaS applications
- Strong analytical skills with ability to interpret data and derive actionable insights
- Self-motivated with demonstrated ability to thrive in remote work environments
- Associate degree in Business, Marketing, or related field preferred
- Experience in B2B SaaS industry highly desirable
- Available for 20 flexible hours/week (including some evening availability)