Offer summary

Qualifications:

Minimum 3 years of experience in customer service, account management, or project management., High School Diploma or equivalent required; Bachelor’s degree preferred., Strong verbal and written communication skills, with proficiency in Microsoft Office and CRM systems., Bilingual in Spanish is a strong plus..

Key responsibilities:

Guide customers through successful onboarding and training on the OCC platform.

Collaborate with the Sales Team for seamless client handoff and ongoing success.

Deliver customized training sessions based on customer needs and maintain communication with clients.

Manage a portfolio of clients and document activity using CRM and project management tools.

Job description

This is a remote position.

The client is a rapidly growing SaaS (Software as a Service) company focused on transforming how home improvement contractors manage and grow their businesses. Their cutting-edge platform streamlines the sales process for residential contractors, enabling them to close more deals with greater efficiency. With a collaborative and fast-paced culture, they value initiative, innovation, and people who are passionate about helping customers succeed. Whether working remotely or from their Carmel, Indiana office, their team enjoys a casual and supportive environment where results matter.

About the role

As a Customer Success Representative (CSR), you’ll be the front-line connection between our client's innovative platform and their customers—small to mid-sized remodeling contractors. Your primary focus will be on onboarding, training, and empowering customers to maximize their success using our client's tools and integrations. This role blends customer service, project coordination, and technology utilization, requiring strong communication skills, a proactive mindset, and a passion for helping others succeed.

If you thrive in a fast-paced, collaborative startup environment and enjoy working with technology and people, this role is for you.

Responsibilities

Master the OCC platform and guide customers through successful onboarding and training (training on platform provided).
Collaborate with the Sales Team to ensure seamless handoff and ongoing success for each client.
Deliver customized training sessions based on customer needs and use cases.
Meet and exceed daily, weekly, and monthly customer success metrics and goals.
Manage a portfolio of clients, maintaining consistent communication via email, phone, and virtual meetings.
Use CRM and project management tools to document activity, manage time, and track progress.
Cross-train with internal teams to understand the full customer lifecycle and product suite.
Follow established processes for onboarding, implementation, and customer engagement.

Requirements

Education & Experience

Minimum 3 years of experience in customer service, account management, or project management.
Experience working with SMBs or contractors in residential or commercial remodeling is a strong plus.
High School Diploma or equivalent required; Bachelor’s degree preferred.

Skills & Competencies

Bilingual in Spanish is a strong plus.
Strong verbal and written communication skills; able to make engaging presentations.
Excellent time management, prioritization, and attention to detail.
Proficient with Microsoft Office Suite (especially Excel) and Google Workspace tools.
Experience with CRM systems and project management platforms.
Comfortable engaging with various stakeholders, including C-level executives.
Analytical and strategic thinking, with a proactive and problem-solving mindset.
Demonstrated ability to maintain an active, successful customer pipeline.
Adaptability to a start-up culture with evolving processes and priorities.