Client Success Specialist

Spektrix • New York, NY

8d • $65,000 - $75,000 • Hybrid

About The Position

Spektrix is hiring a Client Success Specialist to provide accurate, timely support and ongoing relationship management to clients as part of a Client Success Delivery Team. The specialist is the named relationship owner for an assigned group of clients and also contributes to reactive support across the team’s full client cohort. The role focuses on delivering services that help clients achieve successful outcomes.

The position reports to the Manager, Client Success Delivery and is based in New York City with a hybrid schedule. To support onboarding, the role begins with three days per week in the office for the first few months; after becoming comfortable in the role, the employee can transition to a lighter in-office schedule. Regular hours are generally 9 a.m.–5 p.m. or 10 a.m.–6 p.m., Monday through Friday. Rotational on-call coverage is occasionally required on evenings (1 p.m.–9 p.m.) and weekends (10 a.m.–6 p.m.). Occasional travel may be required. This is a full-time, exempt role with a stated salary of $65,000–$75,000 per year.

The specialist resolves client inquiries across phone, email, and video; identifies and escalates recurring issues and risks; manages client relationships and meetings; tracks account health, tasks, and commitments; and guides clients in adopting relevant platform capabilities. The role also delivers activation sessions and workshops, documents client interactions, collaborates with internal teams, escalates complex technical issues, and recommends process improvements.

Spektrix is an equal opportunity employer committed to an inclusive and diverse workplace. The company supports remote work for non-local employees and provides hardware and reasonable work-from-home support. NYC-local employees receive a stipend for each day worked on-site.

Requirements

• At least 1 year of experience in a client- or customer-facing role, such as support, customer success, or account management, or in box office, ticketing, or patron services at an arts or culture organization.
• Ability to quickly learn and navigate complex software systems and apply that knowledge to client questions and needs.
• Excellent interpersonal, verbal, and written communication skills, including the ability to explain technical information clearly to non-technical audiences.
• Ability to build effective working relationships with client stakeholders across roles and levels of seniority.
• Ability to manage competing priorities, ensuring urgent work is handled and important non-urgent work continues to progress.
• Strong organizational skills and attention to detail, including consistent documentation and follow-through on commitments.
• Strong technical aptitude and proficiency with tools such as Microsoft Excel, Google Sheets, Google Docs, and other web-based applications.
• Ability to explain the reasoning behind decisions and advice.
• Ability to take responsibility for mistakes and work toward resolution.
• Openness to coaching, feedback, and evolving team processes.
• Ability to maintain sensitive and confidential client information.

Nice To Haves

• Experience using Spektrix or another ticketing, CRM, or fundraising platform in an arts or culture setting.
• Experience with support and client management tools such as Zendesk or HubSpot.
• Experience delivering training, webinars, or workshops to clients or end users.
• Professional working proficiency in French.

Responsibilities

• Resolve inbound client inquiries across phone, email, and video using internal documentation and established processes, and participate in rotating after-hours on-call coverage.
• Identify recurring bugs, training gaps, emerging risks, and other trends during client support interactions; address or escalate them to the appropriate internal team.
• Own relationships for assigned client accounts, maintaining awareness of organizational goals, platform usage, key stakeholders, and regular touchpoints.
• Lead client meetings, record calls when appropriate, confirm next steps in writing, and track tasks through completion.
• Monitor account health for signs of dissatisfaction, low engagement, or declining usage; document and promptly raise risks.
• Guide clients in adopting core Spektrix capabilities suited to their goals, use product data and account history to identify expansion opportunities, and involve specialist teams for advanced needs.
• Deliver tailored activation sessions, workshops, and enablement events for individual clients or groups using established materials.
• Maintain detailed records of client interactions and collaborate with Client Success, Product, Operations, Solutions, and Enablement to resolve complex issues and share actionable feedback.
• Escalate complex technical issues that fall outside standard procedures.
• Identify opportunities to improve internal processes and submit recommendations to the CS Team Manager.
• Demonstrate professionalism and reliability in client and team interactions.

Benefits

• Company-paid medical, dental, and vision insurance.
• 21 days of PTO, usable for vacation, personal time, or other purposes.
• 14 paid holidays.
• 10 paid sick days.
• 401(k) with a 4% employer match.
• Two paid volunteering days per year.
• Professional development opportunities.
• Flexible working with support for work-from-home setup and equipment.
• A month-long paid sabbatical after five years of service.
• Free snacks, drinks, and breakfast items in the offices.
• Regular social activities throughout the year.
• Stipend for each day NYC-local employees work on-site.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed