Customer Success Specialist, Tekambi

Aquila

24d • Remote

About The Position

Tekambi is a customer-focused online lead management system designed specifically for alternative credit lenders. Founded in 2018 and part of Aquila since 2022, our plug-and-play platform helps lenders take control of their marketing campaigns, lead filtering processes, and credit risk underwriting. Built by experienced technical leaders, Tekambi delivers a flexible, reliable solution that simplifies decision-making and enables lending portfolios to manage every aspect of lead purchasing with precision.
Reporting to the Director of Customer Success, we are hiring for a Customer Success Specialist. You will be the trusted partner to a portfolio of clients across the lending industry and related verticals. From onboarding and implementation to engagement and expansion, you will guide customers through every stage of their journey, ensuring they see the full value of our platform.
You will build meaningful relationships by understanding each client’s unique business needs and aligning our tools to help them succeed. You will monitor platform usage, identify opportunities for improvement, and partner with internal teams to deliver innovative, impactful solutions. You will also play a key role in sharing client insights with technical stakeholders, spotting upsell and cross-sell opportunities, and preparing data-driven reports that contribute to client success and company growth.
This is a full-time, fully remote position based in the United States, with working hours aligned to 9 am–6 pm EST.

Requirements

• The experience. You have customer-facing experience, ideally in a SaaS, fintech, or B2B environment. You are curious, coachable, and eager to grow into a more technical role. You have managed client relationships and supported users. You thrive in collaborative, startup-style settings.
• The technical aptitude. You are familiar with—or excited to learn—basic technical concepts like APIs, PHP, and MySQL. You may not be a developer, but you can follow and understand technical conversations and know when to escalate or investigate further. Experience with Microsoft Office, especially Excel, is essential; familiarity with Zoho CRM is an asset.
• The client focus. You are personable, responsive, and relationship-driven. You care about client outcomes and know how to ask the right questions, listen carefully, and build long-term trust. You can communicate clearly across a range of users, from operations teams to C-level executives.
• The initiative. You are comfortable working independently, managing competing priorities, and jumping into new tasks. You bring energy to the role, take ownership of your portfolio, and show a clear desire to grow with the company. You are solution-oriented, driven to research problems, document solutions, and collaborate across teams to deliver timely, practical fixes.
• The interpersonal skills. You possess excellent verbal and written communication skills, enabling you to build relationships and earn trust with ease. You can interact confidently with customers at any level, delivering clear information and support and translating technical guidance for non-technical audiences. You are a collaborative team member in a virtual environment. You are responsive, exercise sound judgment, and understand the importance of tone, timing, and clarity in every exchange. You value inclusivity and show respect for differing perspectives.

Responsibilities

• Client onboarding. You will assist the Onboarding Specialist with guiding new clients through implementation, compiling assets, configuring accounts, training users, and coordinating with external partners. You will ensure the onboarding process results in a confident, self-sufficient client.
• Customer support. You will be the first point of contact for client questions, offering thoughtful solutions to issues and advice on using Tekambi’s platform. You will frequently be asked to handle more technical tasks like reviewing API requests and responses, analyzing customer data, and occasionally managing high-level PHP code. You will work closely with our development team, acting as a liaison with the client to resolve bugs and implement technical solutions.
• Client communication. You will maintain proactive communication, building trust with clients by understanding their business needs and helping them meet their goals. You will advise on best practices and product usage strategies to improve performance.
• Account management. You will identify upsell or cross-sell opportunities, provide recommendations that optimize client operations, and advocate for custom technical or reporting solutions through our professional services channel.
• Reporting and insights. You will prepare data-driven reports that highlight areas for improvement, flag emerging issues, and help clients make strategic decisions. Your insights will contribute to both client success and company growth.
• Customer retention. You will continuously refine onboarding and support procedures to deliver an exceptional experience. With Tekambi’s month-to-month contracts, maintaining trust and delivering value is essential, and our churn rate is exceptionally low as a result.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees