Customer Success Manager focused on supporting clients in digital marketing solutions. Responsibilities include onboarding, KPI monitoring, and strategic consultation for customer growth.
About the role
- Customer Success Specialist managing onboarding and support for clients on Allwork's freelance management platform. Collaborating with teams to deliver smooth user experiences and operational success.
Responsibilities
- Manage a portfolio of smaller customers, serving as a primary point of contact during onboarding and ongoing platform use
- Lead customer trainings, product walkthroughs, and enablement sessions via video and phone
- Become a product SME and help customers apply Allwork workflows to their day-to-day operations
- Support incoming customer requests through Zendesk, following established processes and escalating when needed
- Assist with customer account setup and ongoing configuration, including company/brand configuration, door and location setup, and territory alignment
- Support customer changes over time, including updates to budgets, configurations, and operational needs
- Create and maintain customer-facing materials such as training decks, quick guides, and basic reporting
- Track engagement and satisfaction signals, flagging risks early and partnering with the team on retention support
- Document customer feedback and share themes with internal teams to improve the product and customer experience
- Collaborate cross-functionally with Operations, Product, Human Resources, and Sales to ensure customer needs are understood and addressed
Requirements
- 1–3 years of experience in Customer Success, Account Management, Client Services, Support, or a related customer-facing role
- Experience supporting customers in a SaaS or tech-enabled environment
- Familiarity with Zendesk and/or HubSpot (or similar CRM/support tools)
- Experience supporting customer onboarding and delivering live training
- Strong communication skills across email, phone, and video — clear, confident, and customer-first
- Highly organized with strong attention to detail and consistent follow-through
- Comfort learning new tools and troubleshooting; able to navigate ambiguity and stay solutions-oriented
- Proficiency with spreadsheets (filters, data organization, basic formulas) and comfort creating basic decks/docs
- Motivated by customer outcomes and able to balance multiple priorities across a portfolio of accounts
Benefits
- Annual performance bonus
- Stock options
- Full medical and dental insurance
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