Customer Success Specialist

Rightworks LLC • Nashua, NH

20d • $50,000 - $53,000 • Remote

About The Position

As part of the Customer Success organization, the Customer Success Specialist plays a critical role in supporting and growing our existing customer base. This role serves as a hybrid between Customer Success and Sales, focusing on customer outcomes, adoption, and satisfaction while also supporting expansion and upgrading opportunities through an inbound queue model. You will be a trusted point of contact for customers, ensuring their needs are addressed, their value is maximized, and growth opportunities are identified and routed appropriately.

Requirements

• 1–3 years of experience in a customer-facing role such as Customer Success, Sales Support, Account Management, or Technical Support
• Comfort managing a high-volume inbound interaction environment (calls, tickets, or chats)
• Strong customer-centric mindset with the ability to manage questions, requests, and escalations calmly and professionally
• Technical aptitude and ability to learn and explain software, cloud, and managed service offerings
• Ability to identify customer needs, uncover growth opportunities, and position appropriate solutions

Nice To Haves

• Experience or familiarity with Intuit products (e.g., QuickBooks), Microsoft 365, or managed IT/security services preferred

Responsibilities

• Answer inbound customer calls and requests related to account management, product usage, service changes, and expansion opportunities
• Develop an understanding of each customer’s business, goals, and current solutions to provide informed and relevant guidance
• Resolve straightforward account and sales-related requests directly; coordinate warm transfers or meetings with Customer Success Managers, Account Executives, or Technical Support as needed
• Recommend relevant upgrades, add-ons, and services that align with customer needs and drive additional value
• Support customer adoption and success by reinforcing best practices, available services, and next steps
• Accurately submit and process orders using pricing tools, product documentation, and internal systems
• Collaborate cross-functionally with Sales, Success, Support, Finance, and Product teams to resolve customer issues efficiently
• Meet or exceed defined productivity, quality, and customer satisfaction metrics
• Provide internal feedback and recommendations based on recurring customer insights and trends
• Participate in team initiatives, documentation improvements, and process enhancements as assigned
• Work on projects/out of scope company efforts as needed
• Provide coverage for Customer Success Managers as needed

Benefits

• Company-paid short and long-term disability insurance
• Life insurance
• Generous 401K match
• Highly affordable medical coverage
• Dental coverage
• Vision coverage
• Flexible PTO
• Numerous paid holidays
• Paid volunteer time off

What This Job Offers

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