Client Experience Specialist (SaaS) in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Experience Specialist (SaaS) based in the United States.

This remote role is an opportunity to help shape the client experience for a fast-growing SaaS product serving businesses across traditional industries.
You’ll act as a trusted point of contact for dedicated accounts, helping clients solve problems, adopt the platform, and achieve greater value from the product.
The role combines customer support, relationship management, training, retention, and continuous improvement.
You’ll work closely with cross-functional teammates to turn customer feedback into practical improvements and new initiatives.
The environment is fast-paced, collaborative, hands-on, and highly engaged, with significant opportunities to learn and grow.
You’ll also have the opportunity to explore AI-powered tools and smarter processes while keeping human relationships at the center of the customer experience.
This position is best suited to someone proactive, organized, detail-oriented, and genuinely passionate about helping customers succeed.

• Own the day-to-day client support experience for assigned accounts, serving as a primary point of contact through support channels and phone, resolving questions, troubleshooting issues, and escalating complex matters when appropriate.

• Assist clients with website updates, product functionality, and platform-related questions while ensuring a responsive, professional, and helpful experience.

• Build trusted client relationships through proactive check-ins, phone and video conversations, training sessions, and clear educational materials that help customers maximize product value.

• Support client retention by identifying satisfaction concerns, engagement gaps, payment issues, and potential churn risks, then applying appropriate follow-up and retention strategies.

• Gather customer feedback, testimonials, recurring requests, and pain points, translating these insights into recommendations for product, marketing, and client experience improvements.

• Participate in continuous improvement initiatives with team leadership, helping brainstorm solutions, refine processes, and develop more effective ways to support and retain customers.

• Explore practical applications of AI and automation to improve efficiency, while using sound judgment to determine where human interaction and relationship-building remain essential.

• Manage multiple client requests, projects, deadlines, and deliverables with strong organization, accuracy, and consistent follow-through.

• Demonstrated experience in client experience, customer success, customer support, account management, SaaS, or another customer-facing environment.

• Strong communication and relationship-building skills, with the ability to establish trust, lead conversations and training sessions, and explain technical or product concepts clearly.

• Highly organized, detail-oriented, patient, and proactive, with excellent written communication, grammar, and visual presentation skills.

• Ability to learn new software systems, product features, workflows, and processes quickly and apply that knowledge effectively.

• Customer-focused and retention-minded, with an understanding of how engagement, satisfaction, and proactive support contribute to long-term client relationships.

• Strong problem-solving skills and the ability to troubleshoot issues independently while recognizing when escalation is appropriate.

• Comfortable working in a fast-paced environment where staying engaged, responsive, and productive throughout scheduled hours is essential.

• Collaborative and dependable team player who contributes ideas, accepts feedback, and actively participates in process improvement.

• Curiosity about AI and emerging productivity tools, including generative AI, automation, AI triggers, and agentic AI, with a thoughtful understanding of where technology can complement rather than replace human judgment.

• Must be based in the United States and reside within a Central or Eastern Time Zone.

• Remote position with flexibility for employees based in Central or Eastern Time Zones.

• Starting base salary of approximately $55,000 per year, commensurate with experience.

• Opportunity to earn commissions through feature-based upsells and special projects.

• Comprehensive benefits package including PTO, medical, dental, and vision insurance.

• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.

• Life and disability insurance.

• Retirement benefits, including a 401(k) plan.

• Additional voluntary benefits.

• Remote-work setup and modern equipment provided.

• Casual, collaborative, and fast-paced working environment.

• Opportunities for long-term professional growth within a foundational, growing team.

• In-person team events and holiday celebrations.

• Efficient interview process designed to reach decisions within approximately two weeks.