Senior Customer Success Specialist, Key Accounts

We are looking for a customer-focused and proactive Senior Customer Success Specialist to build strong relationships with customers, manage high-value accounts, and help customers get the most out of our software solutions. This role owns our key accounts end to end, from onboarding to ongoing success, and also supports our broader customer base with onboarding sessions and support tickets as needed.

The ideal candidate has a strong background in customer service and success, experience managing high-value customer accounts, and the confidence to communicate directly with customers through video meetings. Experience working with SaaS products, technology platforms, or cloud-based software is required.

ShowMojo streamlines the residential rental process, and vastly improves the leasing experience for property managers and renters alike. Our company is growing rapidly, with customers in all 50 states. To learn more about us visit: hello.showmojo.com

Key Responsibilities

Customer Relationship Management

• Build and maintain strong, long term relationships with customers.
• Manage high value customer accounts and serve as a reliable point of contact for customer inquiries, concerns, and escalations.
• Proactively communicate with customers to understand their needs, address challenges, and identify opportunities to improve their experience.
• Monitor customer satisfaction and account health, identifying potential risks and opportunities to strengthen customer retention.

Customer Onboarding and Product Adoption

• Guide customers through onboarding, software setup, and product familiarization.
• Help customers understand and effectively use the platform's features and capabilities.
• Schedule and lead video meetings with customers to provide guidance, discuss account concerns, review progress, and support product adoption.
• Follow up with customers to ensure their questions are addressed and they are making effective use of the software.

Customer Support and Problem Resolution

• Respond to customer inquiries professionally and efficiently through email, phone, and other communication channels.
• Troubleshoot software related concerns, investigate issues, and coordinate with internal teams when additional support is required.
• Manage escalations with a focus on timely resolution, clear communication, and customer satisfaction.
• Maintain accurate customer records, account updates, and interaction notes in the appropriate systems.

Cross Functional Collaboration

• Work closely with Sales, Product, Marketing and other internal teams to resolve customer concerns and improve the overall customer experience.
• Share customer feedback and recurring issues with relevant teams to support product improvements.
• Identify opportunities to improve customer workflows, strengthen engagement, and increase product adoption.

Requirements

• 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.

Benefits

Budget rate is up to $14 per hour.

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