Customer Success Specialist

Customer Success Specialist

On-siteGrand Rapids, Michigan

Salary range USD 45,000 - 57,500 / year

About Clicki

Clicki is a fast-growing SaaS company helping home service businesses generate more customers through referrals.

Our platform automates referral programs, tracks performance, integrates with the software our customers already use, and handles rewards for customers and employees. Hundreds of businesses across the country rely on Clicki to drive measurable growth.

We are looking for a Customer Success Specialist who can help our customers launch successfully, confidently use the platform, and get meaningful results from their referral programs.

About The Role

This is a hands-on customer success role that combines onboarding, relationship management, product education, and technical problem-solving.

You will work directly with small business owners and their teams. One day, you might launch a new customer’s referral program. The next, you might troubleshoot a CRM integration, review campaign performance, or help a customer improve engagement.

You will be responsible for owning customer questions through resolution and making sure every customer feels supported, informed, and confident using Clicki.

What You’ll Own

Customer Onboarding

Guide new customers through implementation and launch

Configure referral campaigns based on each customer’s goals

Help customers connect their CRM and other software

Lead product training sessions for owners and their teams

Keep implementations organized and moving forward

Ensure customers launch quickly and confidently

Ongoing Customer Success

Build trusted relationships with customers

Conduct proactive check-ins and performance reviews

Help customers improve participation, referrals, and overall results

Identify customers who may need additional support before problems escalate

Recommend features and strategies based on each customer’s goals

Share customer feedback with Product, Engineering, Sales, and Leadership

Support and Technical Problem-Solving

Respond to customer questions by phone, email, Zoom, and support ticket

Troubleshoot referral activity, rewards, campaigns, integrations, and data syncing

Investigate issues, document relevant details, and own the customer communication through resolution

Explain technical concepts in clear, customer-friendly language

Work with Product and Engineering when an issue requires deeper investigation

Create help articles, videos, and other resources that make customers more successful

Retention and Growth

Help customers consistently receive measurable value from Clicki

Increase adoption of important features and workflows

Identify potential churn risks and take action early

Introduce additional capabilities when they align with a customer’s needs

Support long-term retention and account growth through excellent service

What Success Looks Like

New customers launch on time and with confidence

Customers understand how to use Clicki and incorporate it into their business

Questions and technical issues are resolved quickly and thoughtfully

Customer risks are identified early instead of after a cancellation request

Customers generate more referrals and see measurable business results

Customer feedback is clearly communicated and helps improve the product

Customers view Clicki as a trusted partner in their growth

What We’re Looking For

At least two years of experience in customer success, customer support, account management, implementation, or another customer-facing SaaS role

Experience supporting or working with software products

Strong written and verbal communication skills

Confidence leading customer calls and product training sessions

Technical curiosity and the ability to learn new software quickly

Strong organization and follow-through across multiple customer accounts

A resourceful problem-solving mindset

The ability to take ownership without waiting for detailed instructions

A genuine interest in helping small business owners succeed

Comfort working in a fast-moving startup environment where priorities can evolve

Bonus Points

Experience with home service software such as ServiceTitan, FieldRoutes, GorillaDesk, PestPac, Housecall Pro, Jobber, or Service Autopilot

Experience with Zapier, APIs, webhooks, CRM integrations, or automation tools

Experience onboarding customers or implementing SaaS products

Experience creating help documentation, training videos, or customer resources

Experience working directly with small business owners

Familiarity with referral marketing, customer rewards, or business texting

Why Join Clicki?

At Clicki, your work will directly affect the success of hundreds of small businesses.

You Will Have The Opportunity To

Work closely with company leadership, Product, Engineering, Sales, and Marketing

Help shape how we onboard, support, and retain customers

Take meaningful ownership instead of operating inside a narrow job description

Learn quickly and solve real business and technical problems

Influence the product through direct customer feedback

Grow alongside a fast-moving SaaS company

We move quickly, value ownership, and believe the best ideas can come from anyone on the team.

Compensation And Benefits

Salary of $45,000–$55,000 per year, based on experience

Health insurance

Dental insurance

Vision insurance

Paid time off

Dependent care reimbursement

Role Details

Location: 109 Michigan St NW, Grand Rapids, MI 49503

Schedule: Monday through Friday, 9:00 a.m. to 5:00 p.m.

Employment Type: Full-time

Work Location: In person

Interested in this job?

Let the hiring team at Clicki Referrals contact you! Click I’m interested and enter your Linkedin profile and preferred contact information.

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East Lansing

325 E Grand River Ave

Suite 275

East Lansing, MI 48823

(517) 353-9268

GRAND RAPIDS

109 Michigan St NW

Suite 414

Grand Rapids, MI 49503

(517) 353-9268

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