[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.

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

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