Customer Success Specialist

About Clicki

Clicki is a fast-growing SaaS company helping home service businesses grow through referrals instead of relying on expensive advertising. Our platform automates referral programs, tracks performance in real time, and rewards customers for generating new business.

We're looking for a Customer Success Specialist who is passionate about helping customers succeed. You'll work directly with business owners across the country to onboard new customers, answer questions, solve problems, and help them maximize the value they receive from Clicki.

This role is equal parts relationship building, problem solving, and technology. One moment you might be leading a customer onboarding, the next you'll be troubleshooting an integration or helping a customer improve their referral performance.

If you're energized by helping people, enjoy learning new technology, and thrive in a fast-paced SaaS environment, we'd love to meet you.

A Day in the Life

No two days look exactly the same, but a typical day might include:

• Leading an onboarding call with a new customer to launch their referral program
• Helping a customer troubleshoot why a referral or reward didn't trigger
• Assisting a customer with connecting their CRM and verifying data is flowing correctly
• Meeting with an existing customer to review results and recommend best practices
• Partnering with Product or Engineering to resolve a technical issue
• Answering customer questions and ensuring they feel confident using Clicki
• Celebrating customer wins as they generate new referrals and grow their business

What You'll Be Doing

Customer Onboarding & Success

• Guide new customers through onboarding and implementation
• Configure referral campaigns and ensure successful launches
• Deliver engaging product training and education
• Help customers confidently adopt Clicki into their daily workflow

Customer Relationship Management

• Build trusted, long-term relationships with customers
• Conduct proactive check-ins to increase engagement and product adoption
• Provide strategic recommendations that help customers generate more referrals
• Become a trusted advisor focused on customer growth and long-term success
• Advocate for customers by sharing feedback and identifying opportunities to improve the product experience

Customer Support & Technical Problem Solving

• Respond promptly to customer questions via phone, email, Zoom, and support tickets
• Troubleshoot referral campaigns, rewards, CRM connections, and platform issues
• Assist customers with integrations, automation tools, and data syncing
• Clearly explain technical solutions in a simple, customer-friendly way
• Collaborate with Product and Engineering to resolve complex issues

Customer Growth & Retention

• Help customers maximize the value they receive from Clicki
• Identify opportunities to increase product adoption and engagement
• Reduce churn through proactive communication and customer education
• Support account growth by introducing additional features and best practices that align with customer goals

What We're Looking For

• Customer-first mindset: you genuinely enjoy helping people succeed, build trust quickly, and turn challenges into positive experiences
• SaaS & technology experience: comfortable working with software and excited to learn new technology
• Problem solver: resourceful, curious, and solution-oriented
• Strong communicator: comfortable communicating via phone, email, Zoom, and support tickets, and can explain technical concepts in simple terms
• Self-starter: you take ownership, stay organized, manage multiple priorities, and thrive in a collaborative, fast-paced environment

Qualifications

• 2+ years of experience in Customer Success, Customer Support, Account Management, or another customer-facing SaaS role
• Strong written and verbal communication skills
• Experience supporting software products
• Comfortable learning CRMs, integrations, and automation tools
• Excellent organization and time management skills
• Positive attitude with a passion for helping customers succeed

Bonus points if you have experience with:

• ServiceTitan, FieldRoutes, GorillaDesk, PestPac, Housecall Pro, or other home service software
• Zapier, APIs, webhooks, or software integrations
• Creating help documentation, training videos, or customer resources
• Working with small business owners

What Success Looks Like

• Customers launch quickly and confidently
• High customer satisfaction and product adoption
• Fast, thoughtful resolution of customer questions
• Strong customer retention and long-term relationships
• Customers consistently generating more referrals and measurable business growth

Why Join Clicki

At Clicki, we're building software that helps small businesses grow through the power of referrals. Our customers are passionate business owners, and we're equally passionate about helping them succeed.

• Make a direct impact on hundreds of businesses across the country
• Work alongside Leadership, Product, Engineering, Sales, and Marketing
• Help shape the customer experience as we continue to grow
• Learn quickly, solve meaningful problems, and take ownership of your work
• Build your career with a fast-growing SaaS company where your ideas matter

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Dependent Care Reimbursement

Role Details

• Location: Grand Rapids, MI (In-Person)
• Schedule: Monday–Friday, 9:00 a.m. – 5:00 p.m.
• Employment Type: Full-Time
• Work Location: In-person