Customer Success Specialist
About The Position
Are you a relationship-builder who thrives on turning customers into long-term champions? Do you love the idea of guiding clients through onboarding, solving problems before they start, and keeping the customer experience running smoothly? IdeaTek is looking for a Customer Success Specialist to own post-sale relationships with our business customers—ensuring satisfaction, retention, and long-term growth. You’ll be the friendly face (or voice) that steps in once a contract is signed, helping guide implementation, following up after install, and building the strategy behind ongoing client touchpoints. From day-to-day communication to discovering upsell opportunities, you’ll be a key part of our customer journey. A Day in the Life You’ll start your day by checking customer success tasks and reviewing upcoming installs or touchpoints. You might send a follow-up email to a recently installed business customer, confirm services are set correctly, or flag a potential upsell to the sales team. Later, you could help schedule a discovery meeting or hop on a call to resolve a lingering post-install issue. You’re the steady, reliable point of contact that keeps customers informed and confident in their partnership with IdeaTek.
Requirements
- 3+ years of experience in account management, customer service, sales, or customer success
- Strong interpersonal and communication skills—able to stay calm and professional via phone and email
- Organized and proactive with strong attention to detail
- Tech-comfortable—quick to learn platforms and use systems to track and follow through
- Confident working independently and managing multiple priorities at once
Nice To Haves
- Experience in telecommunications or internet services
- Familiarity with CRMs, ticketing systems, or customer support platforms
- Passion for customer experience and a natural drive to go the extra mile
- Ability to communicate across departments
- Strong retention or upsell instincts and an ability to spot opportunities
Responsibilities
- Guide new customers from the close of sale through install—ensuring a smooth onboarding experience
- Schedule and support customer discoveries, installations, and follow-ups
- Confirm service accuracy and satisfaction before the first bill is issued
- Create success plans for each client, documenting key needs, timelines, and account details
- Own ongoing customer touchpoints: follow up, check-in, and retention outreach
- Support account renewals and identify upsell opportunities through relationship-building
- Maintain organized records of each customer’s journey and communication
- Collaborate across departments to solve issues, improve handoffs, and advocate for customers
- Help build scalable systems to ensure all accounts receive proactive care and follow-up
Benefits
- Competitive pay + performance-based bonus
- Medical, dental, vision, life, and 401k with match
- Free coaching/counseling for employees & families
- Free internet service (if available in your area) or internet reimbursement
- Tuition reimbursement for personal and professional growth
- Community engagement opportunities
- Culture that values results, effort, and integrity
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
101-250 employees
