Customer Success Specialist - EST Shift (Americas)

Remote (US, Canada or LATAM) · Full-time · EST shift
👋 The Role
We’re a SaaS platform that helps sales teams capture more leads, book more calls, and close more deals.
As we grow, we're expanding our Customer Success team to make sure our customers don't just use iClosed, but actually get great results and grow their businesses with us.
We're looking for a Customer Success Specialist who genuinely enjoys working with people, understands sales and knows how to build strong customer relationships.
🎯 What You’ll Own
Lead customer onboarding and success calls, helping teams get set up and see value in iClosed.
Reach out to canceled and at-risk accounts, understand what is going wrong, and work toward a meaningful resolution.
Follow up on failed and overdue payments before they become avoidable account interruptions.
Help customers navigate plan questions, expansion opportunities, and add-ons such as Multi-Booking.
Spot recurring blockers, coordinate with Support and Billing, and keep every customer follow-up moving.
Keep accurate account notes so the next person always knows what happened and what comes next.
🧑‍💼 You’ll Thrive Here If...
You have at least two years of experience in SaaS Customer Success, Account Management, or a similarly customer-facing role.
You are confident on live calls and communicate in clear, natural English - written and spoken.
You are comfortable having difficult conversations about churn, price, missed expectations, or overdue payments.
You can understand a new software workflow, ask useful questions, and explain the next step without drowning people in technical detail.
You balance commercial awareness with good judgment: you want to retain and grow accounts, not pressure customers.
You follow through. When you say you will check something and get back to a customer, you own it.
➕ Bonus Points
Experience with high-ticket sales funnels, sales operations, booking systems, or sales teams.
Familiarity with CRM tools and automations (HubSpot, Close, Pipedrive, Zapier, Make, Stripe, etc.).
Experience running onboarding demos, building retention processes, or communicating in French.
💎 What We Offer
A fully remote role with a flexible working environment.
Work directly with a growing team and make a meaningful difference for our customers.
Performance Bonuses and opportunities for growth.
Competitive compensation and the opportunity for long-term collaboration.
📋 Practicalities
Location: Remote (US, Canada or LATAM)
Shift: EST shift, with full availability during shift hours and at least 4 hours of overlap with our CET-based team
Type: Full-time
Language: Fluent English
🚀 Sounds Like You?
We would love to see how you think, communicate, and take ownership. Apply and show us what great Customer Success looks like. As part of your application, we’ll ask for a short 2-3 minute Loom video.

Employment type
Full-Time

Work arrangement
Yes