Client Experience Specialist (SaaS)

New

Must be based in the United States and reside within a Central or Eastern Time Zone., Central or Eastern Time ZoneFull-Time

SalaryStarting base salary of approximately $55,000 per year

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Job Details

Required Skills: Customer SuccessSaaSGenerative AIAccount ManagementTroubleshootingCustomer support

Have experience in client experience, customer success, customer support, account management, SaaS, or another customer-facing environment.
Build trust, lead conversations and training sessions, and explain technical or product concepts clearly.
Demonstrate strong written communication, grammar, and visual presentation skills.
Be organized, detail-oriented, patient, proactive, and dependable.
Learn new software systems, product features, workflows, and processes quickly.
Understand how engagement, satisfaction, and proactive support contribute to long-term client relationships.
Troubleshoot issues independently and recognize when escalation is appropriate.
Stay responsive and productive throughout scheduled hours in a fast-paced environment.
Collaborate with teammates, contribute ideas, accept feedback, and participate in process improvement.
Show curiosity about generative AI, automation, AI triggers, and agentic AI, and understand how these tools can complement human judgment.
Be based in the United States and reside within a Central or Eastern Time Zone.

Serve as the primary support contact for assigned accounts, resolving questions, troubleshooting issues, and escalating complex matters when appropriate.
Help clients with website updates, product functionality, and platform-related questions.
Build client relationships through proactive check-ins, phone and video conversations, training sessions, and educational materials.
Identify satisfaction concerns, engagement gaps, payment issues, and potential churn risks, then follow up with appropriate retention strategies.
Gather customer feedback, testimonials, requests, and pain points, and recommend product, marketing, and client experience improvements.
Collaborate with team leadership on process improvement initiatives and solutions for supporting and retaining customers.
Explore AI and automation applications to improve efficiency while exercising judgment about when human interaction is essential.
Manage multiple client requests, projects, deadlines, and deliverables with accuracy and consistent follow-through.

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