[Remote] Customer Success Specialist

Note: The job is a remote job and is open to candidates in USA. Rightworks is an innovative company offering intelligent cloud solutions tailored for accounting firms. The Customer Success Specialist plays a vital role in supporting and expanding the customer base, ensuring customer satisfaction and identifying growth opportunities.ResponsibilitiesAnswer inbound customer calls and requests related to account management, product usage, service changes, and expansion opportunitiesDevelop an understanding of each customer’s business, goals, and current solutions to provide informed and relevant guidanceResolve straightforward account and sales-related requests directly; coordinate warm transfers or meetings with Customer Success Managers, Account Executives, or Technical Support as neededRecommend relevant upgrades, add-ons, and services that align with customer needs and drive additional valueSupport customer adoption and success by reinforcing best practices, available services, and next stepsAccurately submit and process orders using pricing tools, product documentation, and internal systemsCollaborate cross-functionally with Sales, Success, Support, Finance, and Product teams to resolve customer issues efficientlyMeet or exceed defined productivity, quality, and customer satisfaction metricsProvide internal feedback and recommendations based on recurring customer insights and trendsParticipate in team initiatives, documentation improvements, and process enhancements as assignedWork on projects/out of scope company efforts as neededProvide coverage for Customer Success Managers as neededSkills1–3 years of experience in a customer-facing role such as Customer Success, Sales Support, Account Management, or Technical SupportComfort 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 professionallyTechnical aptitude and ability to learn and explain software, cloud, and managed service offeringsAbility to identify customer needs, uncover growth opportunities, and position appropriate solutionsExperience or familiarity with Intuit products (e.g., QuickBooks), Microsoft 365, or managed IT/security servicesBenefitsCompany-paid short and long-term disability insuranceLife insuranceA generous 401K matchHighly affordable medical, dental, vision coverageFlexible PTONumerous paid holidaysPaid volunteer time offCompany OverviewCloud services provider purpose-built for accounting firms and professionals It is a sub-organization of I2 Technologies. It was founded in 2002, and is headquartered in Hudson, New Hampshire, USA, with a workforce of 501-1000 employees. Its website is https://www.rightworks.com/.