Job Description
Join our award-winning customer experience team as a Senior Customer Success Specialist from the comfort of your Philadelphia home office. We're seeking a dedicated professional to drive client satisfaction and retention through proactive engagement. Enjoy competitive benefits, flexible scheduling, and career growth opportunities while representing a top-tier tech solutions provider.
What You'll Love: Remote-first culture, quarterly performance bonuses, comprehensive health benefits, and monthly team-building virtual events. Our commitment to work-life balance includes flexible hours and unlimited PTO.
Responsibilities
- Manage and expand client relationships for a portfolio of 50+ enterprise accounts
- Proactively identify upsell opportunities through needs analysis and solution consulting
- Resolve complex technical and billing escalations with SLA adherence
- Collaborate with sales and product teams to drive strategic account growth
- Develop and execute personalized success plans for high-value clients
- Maintain 95%+ customer satisfaction score through consistent follow-ups
- Contribute to process improvements using Zendesk and Salesforce CRM
Qualifications
- 3+ years B2B customer success or account management experience
- Proven track record of meeting/exceeding retention targets
- Expertise in CRM platforms (Salesforce, Zendesk) and collaboration tools
- Exceptional written and verbal communication skills
- Ability to work independently with minimal supervision
- Philadelphia residency required (for local market knowledge)
- Technical aptitude for SaaS products and troubleshooting
- Bachelor's degree in Business, Marketing, or related field preferred