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Client Success Specialist

Are you a high-energy professional looking to join a creative, industry leader? ModSquad is currently seeking a Client Success Specialist to join our crew to support a book of clients for upsell, cross-sell, and retention. 


This role is responsible for maintaining strong relationships with existing clients, ensuring high customer satisfaction, and maximizing client retention. Beside a solid base salary, this position is structured with a commission and bonus plan to attract the best of the best. This position reports to the VP of Sales with responsibility for client retention and sales to small and medium market levels. 


ModSquad is a global leader in the remote workforce model, so we are positioned for success in today’s new world. We support top global brands such as Starz, National Geographic, DFW Airport and Wounded Warrior Project to small business and start-up organizations. If this is your DNA, apply now!


Hours:

Standard business hours; more as needed


Key Responsibilities:
  • Manage a large book of small to medium business
  • Develop and maintain business relationships and serve as a trusted business consultant to senior decision-makers
  • Assume a lead role in managing customer negotiations for upsell and renewal opportunities
  • Develop relationships with key strategic partners


What We Are Looking For:
  • University degree in business, marketing, technology, or related field
  • 5+ years of consultative or value-add sales experience, with a background in closing recurring services such as customer support, moderation, community management, and social media management
  • Ability to manage, close, and grow multiple deals each month
  • Excellent consultative selling skills
  • Concise communication skills
  • Experience working with Salesforce.com, Zoom, Slack, Google Docs and similar online/mobile apps
  • Strong Excel formula skills for revenue and cost modeling are a requirement
  • Hands-on knowledge of the top social and messaging platforms, and customer-service toolsets, and their role in engaging today’s digital customer
  • A flexible work schedule allowing regular interactions with customers and ModSquad teammates in time zones around the world
  • Ability to juggle multiple priorities


***PRO TIP***: Take your time and make sure you do a thorough job in completing your application. Your responses should be grammatically correct and comprehensive. This will greatly increase the probability of scoring an interview!


Please note: A Chromebook is not sufficient for ModSquad projects.


Who is ModSquad?

ModSquad is a global provider of managed digital engagement services. Our 10,000+ Mods chat with customers, moderate web content, manage communities, and buzz in social media for many of the world’s coolest brands, including the NFL, Zendesk, and Topps, to name a few. We bring companies closer to their customers than ever before. From global enterprises to international agencies to hip new startups, our clients have reaped the benefits of putting ModSquad's expertise to work. With experienced Mods available in 50+ languages in 70+ countries, we’re your squad for the digital world. 


ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.  


Individual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement excludes individuals residing in California, Colorado, New York, and Washington at this time.

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CEO of ModSquad
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Amy Pritchard
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What You Should Know About Client Success Specialist, ModSquad

Are you ready to elevate your career as a Client Success Specialist with ModSquad? If you're a high-energy professional looking to make a real impact, this remote role in Jamaica could be your perfect fit! At ModSquad, we pride ourselves on our creative approach as an industry leader in the remote workforce model. In this engaging role, you’ll have the opportunity to nurture and develop strong relationships with our diverse book of clients, which includes everything from small businesses to global brands like Starz and National Geographic. Your primary focus will be on upselling, cross-selling, and ensuring our clients are not only satisfied but also delighted with our services. With a solid base salary complemented by an attractive commission and bonus structure, we're looking for the best candidates to join our team. If you're equipped with 5+ years of consultative sales experience, a university degree, and the ability to juggle multiple priorities effortlessly, we want to hear from you! Here, you will report to the VP of Sales, playing a key role in client negotiations for renewals and upsells while collaborating with internal teams via tools like Salesforce and Slack. This is more than just a job; it's an opportunity to be part of something exciting. If you’re ready to dive into a new adventure with ModSquad, don’t wait—apply now!

Frequently Asked Questions (FAQs) for Client Success Specialist Role at ModSquad
What responsibilities does a Client Success Specialist at ModSquad have?

The Client Success Specialist at ModSquad is responsible for managing a large book of small to medium businesses, developing and maintaining strong relationships with clients, and serving as a trusted consultant to senior decision-makers. This role also includes managing customer negotiations for upsell and renewal opportunities, ensuring high customer satisfaction, and maximizing client retention.

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What qualifications do I need to become a Client Success Specialist at ModSquad?

To qualify for the Client Success Specialist position at ModSquad, candidates should have a university degree in business, marketing, technology, or a related field. Additionally, 5+ years of consultative sales experience is required, preferably in closing recurring services like customer support and community management. Familiarity with Salesforce.com, Zoom, Slack, and strong Excel skills are also vital for success in this role.

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How does the commission structure work for the Client Success Specialist role at ModSquad?

The commission structure for the Client Success Specialist role at ModSquad is designed to attract top talent and is based on performance metrics related to upsell and renewal opportunities. Alongside a competitive base salary, specialists can boost their earnings significantly through commissions and bonuses, incentivizing them to maintain high customer satisfaction and retention rates.

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What type of work environment can a Client Success Specialist expect at ModSquad?

As a Client Success Specialist at ModSquad, you can expect to work in a flexible and collaborative remote environment. This role allows for regular interactions with customers across different time zones, fostering a culture of teamwork and innovation while being part of a dynamic company that supports a variety of clients from large global brands to emerging startups.

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What tools will I be using as a Client Success Specialist at ModSquad?

In the Client Success Specialist role at ModSquad, you will use various online tools to manage client relationships and enhance communication. Key applications include Salesforce.com for customer relationship management, Zoom for video meetings, Slack for team collaboration, and Google Docs for documentation. Proficiency in these tools is essential for successful performance.

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Common Interview Questions for Client Success Specialist
Can you describe your experience in consultative sales as a Client Success Specialist?

When responding to this question, focus on specific examples where you successfully identified customer needs and tailored your solutions accordingly. Highlight how your approach led to client satisfaction and retention, emphasizing the outcome of your efforts, such as increased upsell or renewal rates.

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How do you build and maintain strong relationships with your clients?

Discuss your strategies for establishing trust and rapport with clients, such as regular check-ins, personalized communication, and active listening. Providing anecdotes about successful long-term client relationships can illustrate your relationship-building skills effectively.

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What is your approach to handling client objections?

A good approach involves empathetic listening to understand the client's concerns fully, followed by addressing their objections with clear, factual information. Share an example of a time you successfully overcame a client's objection and how it led to a better understanding and resolution.

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How do you prioritize your tasks in a remote working environment?

Explain your time management techniques, focusing on how you organize tasks by urgency and importance. Mention any tools or systems you use, such as project management software or calendars, to keep track of your responsibilities while adapting to varying client needs.

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Describe a situation where you successfully upsold a service to a client.

Provide a specific example where you identified an opportunity to upsell, detailing the context and how you approached the conversation. Emphasize the outcome and how it benefited both the client and your company, showcasing your consultative selling skills.

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How do you stay informed about industry trends and competitors?

Discuss your methods for staying updated, such as subscribing to industry publications, participating in webinars, or joining professional groups. This shows initiative and a commitment to remaining knowledgeable, which is essential for a successful Client Success Specialist.

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Can you explain your experience with CRM systems like Salesforce?

Be specific about your level of expertise with Salesforce, detailing the user functions you are familiar with, such as tracking client interactions, managing opportunities, and analyzing data. Providing examples of how you leveraged Salesforce to improve client success can strengthen your answer.

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What strategies do you use to ensure high client satisfaction?

Focus on your proactive communication strategies, regular feedback solicitation, and your approach to rapidly resolving issues. Use an example to illustrate how these strategies led to improved client relationships and satisfaction scores.

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How do you adapt your communication style to different clients?

Share your understanding of the importance of adjusting your communication style based on the client's preferences, such as being more formal or casual. Mention your actively listening skills and how you tailor your messages to ensure clarity and engagement, thus fostering better responses.

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What motivates you in a Client Success Specialist role?

Express your passion for helping clients achieve their goals and your desire to improve their experiences. Highlight how seeing their success motivates you to excel and continue developing your skills in customer relations and sales.

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ModSquad is a global digital company offering engagement services based in America and currently has over 10,000 moderators in its network.

187 jobs
MATCH
VIEW MATCH
BADGES
Badge Future MakerBadge InnovatorBadge Rapid Growth
CULTURE VALUES
Customer-Centric
Mission Driven
Work/Life Harmony
Inclusive & Diverse
Growth & Learning
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
March 16, 2025

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