Note: The job is a remote job and is open to candidates in USA. Rightworks offers an intelligent cloud purpose-built for accounting firms and professionals. The Customer Success Specialist plays a critical role in supporting and growing the existing customer base by ensuring customer satisfaction and identifying growth opportunities.
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
Skills
- 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
- Experience or familiarity with Intuit products (e.g., QuickBooks), Microsoft 365, or managed IT/security services preferred
Benefits
- Company-paid short and long-term disability insurance
- Life insurance
- A generous 401K match
- Highly affordable medical, dental, vision coverage
- Flexible PTO
- Numerous paid holidays
- Paid volunteer time off
Company Overview