About the Role
You’ll be the first point of contact for customer relationship management, focusing on keeping clients engaged and supported long-term. This role owns a defined segment of customers who are already familiar with the platform — your job is to retain them: keep them engaged, help them grow, and make sure they’re getting real value so they stay.
Rather than initial onboarding, the core of this role is relationship maintenance and growth — proactively checking in, helping customers adopt features that make their work easier, supporting them through changes in their needs, and catching early signs of disengagement before a customer leaves.
This is a well-defined, high-touch relationship role. You’ll receive regular coaching and guidance while you learn best practices, and you’ll be evaluated on clear, measurable activity and outcome goals from day one. No prior experience is necessary — full training will be provided.
What You’ll Do
Customer Outreach & Relationship Management
Conduct proactive, high-quality outreach to your assigned customers via email, phone, and video calls to check in on their needs, satisfaction, and how they’re using the platform.
Maintain a consistent schedule of contact — top-retained customers stay engaged through regular touchpoints, so persistence and follow-through matter more than any single conversation.
Log every interaction, note, and outcome in a CRM system so the next team member has full context.
Growth & Engagement
Understand changes in customer needs, capacity, and goals to identify opportunities for deeper engagement.
Identify customers whose engagement is trending down and re-engage them before they leave.
Support customers as they grow and expand their use of the platform.
Feature Enablement & Platform Adoption
Lead feature-enablement sessions that help customers get the most value from the platform and deepen their engagement.
Answer or route customer questions so they keep moving forward without delays.
Educate customers on available resources and best practices.
Cross-Functional Collaboration
Report issues and service requests to the appropriate teams promptly with enough detail to be actionable.
Actively participate in team meetings, trainings, and one-on-ones — sharing feedback, best practices, and lessons learned from your customers.
Contribute to and help refine team resources and documentation as you learn what works.
What Success Looks Like
You will be evaluated on:
Meeting 100% of your goals on a rolling basis.
Maintaining high customer retention on rolling measurement windows.
Hitting monthly activity goals for customer touchpoints and engagement sessions.
Reporting issues promptly and participating actively in team development.
Skills/background needed: Excellent written and verbal communication; you can build trust with a customer in a brief check-in call. Comfort with CRM systems and team collaboration tools; willingness to learn new software quickly. A proactive, detail-oriented approach — you notice when engagement is slipping before it becomes a retention problem. Curiosity and coachability — this role is intentionally well-scoped for someone building their career in customer success. Flexibility and ownership. Drive for results. No prior experience required — we provide full training.
Rate: Competitive entry-level pay, details shared upon application.
Contract length: Full time, permanent.
Location: Work from home. Open to applicants worldwide.
What’s Offered
Competitive salary. Fully-covered medical and dental premiums. Generous paid time off and paid holidays. Paid parental leave. Retirement plan. Flexible remote work setup. Opportunity to make a meaningful impact at a growth-stage company. Regular coaching and career development support.
Ready to get started? Submit your application below.