Client Success Specialist

About the Role
Client Success at Botkeeper isn’t a support function—it’s a growth function. We’re looking for seasoned operators who treat client health like a science and a craft. You’ll be the strategic point of contact for our customers, owning onboarding, enablement, inbound support, engagement, and retention.

Support at Botkeeper isn’t offloaded to a random queue—it’s handled by the same person who understands the client best: you. The right person doesn’t wait for a ticket or a red flag—they see it coming a mile away and act before it becomes a problem.

Your success will be measured by the success of your clients. This role is ideal for someone who thrives on building relationships, crafting success plans, and driving long-term outcomes—not just solving short-term problems.

What You’ll Own

• Leading new client onboarding and training with a strong strategic foundation (not just walking through features).
   
• Owning ongoing account health by proactively identifying risks, opportunities, and growth potential.
   
• Handling inbound support requests directly—because you know the client, their goals, and their history better than anyone.
   
• Creating and delivering tailored training and enablement that aligns with client goals.
   
• Building deep, consultative relationships with your book of business.
   
• Collaborating cross-functionally with Sales, Product, and Support to deliver a seamless client experience.
   
• Using HubSpot Service Hub to manage touchpoints, track health metrics, and drive insights.
   
• Translating qualitative feedback into product and process improvements.
   
• Developing and executing client success plans that ensure adoption, satisfaction, and long-term retention.
   

What You Bring

• 3+ years in a Customer Success, Account Management, or Strategic Support role—preferably in SaaS.
   
• A proactive mindset: you don’t wait for churn signals, you prevent them.
   
• Excellent communication skills with the ability to build trust and influence outcomes.
   
• Experience onboarding and training clients with a focus on business impact.
   
• Comfort navigating the nuances of B2B relationships.
   
• Strong EQ and an analytical approach to client health and success metrics.
   
• Familiarity with accounting workflows or working with CPA firms (nice to have).
   
• Experience with HubSpot (or similar CRM/CS tools) is a plus.