Client Success Lead
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Client Success / Customer Experience Lead responsible for enhancing client experience in landscaping company. Managing communication and execution across operations for client requests.
Responsibilities:
- Communicate with commercial clients through email, phone, text, client portals, CRM systems, video updates, and virtual meetings.
- Respond to client messages quickly and professionally
- Send clear updates before clients have to chase us
- Explain what happened, what we are doing, who is responsible, and when the next update will happen
- Communicate delays, weather issues, scheduling changes, property concerns, and service updates
- Make clients feel heard without overpromising nonsense we cannot deliver
- Keep communication honest, calm, warm, and professional
- Make us feel like the most organized landscaping company they have ever worked with
- Own the communication loop until the item is completed.
- Capture the issue clearly.
- Ask good questions when the request is vague.
- Confirm property, location, priority, photos, timing, and client expectation.
- Assign or escalate the issue to the correct internal person.
- Track the status until completion.
- Update the client proactively.
- Confirm completion with notes, photos, or internal confirmation when possible.
- Help make sure the company has a clean system for tracking client requests, property issues, service updates, and internal follow-up.
- Create and update tasks.
- Keep CRM/client records clean.
- Track open issues by client/property.
- Prepare simple weekly reports on client issues, aging items, completed items, and recurring concerns.
- Record short Loom-style client updates.
- Show your face on camera while explaining an update.
- Sharing your screen to walk through photos, notes, schedules, open items, or reports.
- Join virtual meetings with clients and internal team meetings.
- Help create a more human, clear, and professional client experience.
- Write excellent English emails and updates.
- Speak clearly and professionally in English.
- Communicate effectively in Spanish.
Requirements:
- 5+ years of customer service, client success, account management, operations coordination, executive assistant, or client-facing admin experience
- 3+ years working directly with U.S.-based clients or U.S.-based companies
- 2+ years working remotely in a role that required independent ownership and follow-up
- Fluent written and spoken English at a professional, client-facing level
- Fluent or highly advanced Spanish communication skills
- Proven experience managing 50+ client/customer interactions, tickets, tasks, or follow-up items per week
- Proven experience tracking issues through a CRM, help desk, project management tool, spreadsheet, or similar system
- Ability to write clear client-facing updates with strong grammar, structure, and tone
- Comfortable recording video updates with yourself on camera
- Comfortable joining virtual client meetings
- Comfortable making phone calls or voice calls when needed
- Strong organization skills with a real personal system for tracking work
- Strong ability to identify problems, recommend solutions, and follow through
- Must be available during core U.S. business hours.
Similar Jobs
Client Support Representative, Bilingual
Client Support Representative responsible for client inquiries and support at Asurint. Fluent in both English and Spanish with a focus on customer experience.
Junior Customer Service Analyst
Junior Customer Service Analyst at Giga IT providing support and information about products and services. Collaborating to enhance customer satisfaction and managing inquiries effectively.
UK Customer Care Specialist
Customer CARE Specialist providing customer support at Vistaprint. Handling inquiries via phone, chat, and email in a remote-first environment.
Customer Support Specialist – Travel Agency
Customer Support Specialist handling member inquiries for Travel Hack, a travel agency. Managing bookings, cancellations, and providing support across various channels.
Customer Care Manager
Manager of Customer Care for Reworld ensuring high-quality client services and effective team management. Overseeing hiring, training, and strategies to achieve customer satisfaction and revenue goals.
Head of Customer Support
Head of Customer Support at Obsidian Security rethinking tech support through automation and agentic AI. Leading transition with a focus on operational excellence and measurable outcomes.
Customer Service Manager – Baufinanzierung
Customer Service Manager at Starpool Finanz GmbH managing inbound and outbound inquiries regarding Baufinanzierung, Bausparen, and Ratenkredite with a focus on customer support.
Customer Support — Financing – B2B
Customer Support Specialist providing services in Baufinanzierung at Starpool Finanz GmbH.Handling inquiries via phone and email while working within a diverse team remotely in Germany.
HPC Advanced Customer Support Specialist
Providing advanced customer support expertise for DoD’s largest supercomputing centers. Assisting scientists with software installation and problem resolution in a virtual environment.
Travel Agent – Customer Support Specialist
Remote Travel Agent providing customer service for vacation planning. Assist clients with travel inquiries and build relationships while learning about the travel industry.
Customer Support Travel Agent
Customer Support Travel Agent providing travel planning assistance and customer support remotely. Learning travel industry skills and building client relationships in a flexible scheduling environment.
Customer Service and Sales Support Representative
Customer Service and Sales Support Representative assisting clients with travel inquiries and vacation planning. Providing customer service, learning about travel industry, and utilizing company resources while working from home.
Customer Service Representative I
Customer Service Representative at Utica National Insurance Group processing business transactions and maintaining customer relations in the insurance sector. Collaborating with stakeholders and ensuring timely processing and documentation.
Customer Service Representative – Healthcare
Customer Service Representative for Esperta Health, improving patient care through effective communication. Handling inquiries, scheduling, and ensuring compliance in remote healthcare support.
Field Support Representative
Field Support Representative providing onsite technical support for veterinary products and services in Finland. Collaborating with sales and customer support teams while visiting clinics daily.
Field Support Representative
Field Support Representative at IDEXX providing on-site customer support and training for veterinary clinics in Denmark. Responsible for implementing strategies to maintain and grow customer accounts.
Customer Care Representative – Phone Based
Customer Care Representative assisting customers with service requests and product support for major brands. Handling inquiries via phone while delivering high-quality customer care and maintaining professionalism.
Call Center Agent – Customer Service
Customer Service Agent handling inbound customer interactions for major brands, assisting with questions and service requests. Utilizing guided systems to deliver high-quality customer care in a remote setting.
Customer Support Agent – Entry Level
Customer Support Agent handling inbound customer inquiries and support requests for major brands. Utilizing guided systems to deliver high-quality customer care with schedule flexibility.
Customer Service Representative – Call Center
Customer Service Representative providing support via inbound interactions for clients in various industries. Assisting with questions, service requests, and account needs with growth potential.