Customer Success Specialist

The Customer Success Specialist plays a key role in ensuring a seamless experience for clients from onboarding through renewal. This individual will manage the end-to-end operational processes for assigned accounts, drive adoption of our products and services, and proactively identify opportunities to enhance client satisfaction and growth.

Requirements

• Manage full-service onboarding and training for every assigned account
• Assist in the setup and maintenance of ApartmentRatings and reputation management profiles
• Support dashboard profile setup, ensuring proper configuration and data flow for reporting and insights
• Troubleshoot and communicate any technical issues raised by customers
• Maintain an in-depth understanding of all applicable client-level metrics and analytics
• Conduct scheduled and impromptu touchpoint calls with key stakeholders throughout the contracted period
• Provide ongoing training, guidance, and world-class support to all assigned clients
• Serve as a resource to the Sales team for renewal and new business opportunities
• Identify and highlight upsell opportunities through proactive customer interactions
• Partner with the Product team to share customer insights, suggest new product ideas, and recommend enhancements based on feedback
• Assist in maintaining and improving content across client listings to drive engagement
• Track and manage all collections activities for assigned accounts
• Ensure consistent documentation and follow-up on all client interactions within CRM systems

Benefits

• Health insurance options
• Flexible spending accounts (FSA) for medical and dependent care
• Short-term and long-term disability insurance
• Life and AD&D insurance
• 401(k) retirement savings plan with a company match
• Paid time off (PTO)
• Paid holidays
• Commuter benefits
• Access to Employee Assistance Program (EAP) and well-being coaching services
• Voluntary benefits such as home, auto and pet insurance, and discounted legal and financial services