Client Success Specialist - Customer Service

About the Role We are seeking an experienced Customer Service Representative (CSR - Voice Process) to support our North American clients in the digital marketing space. You will serve as the primary relationship owner for 30–40 active clients, ensuring smooth communication, consistent delivery, and high satisfaction. Please note that only applicants who complete the screener at ---------- will be considered for this role. This position is ideal for someone fluent in English, with strong customer service and organizational skills, who thrives in a fast-paced, client-facing environment. Key Responsibilities - Manage relationships with 30–40 North American clients across digital marketing services. - Lead regular client check-in and milestone calls (3–5 times per month per client). - Conduct onboarding and kickoff calls with new clients. - Act as the communication bridge between clients and internal teams (SEO, design, ads, development, etc.). - Raise and track service tickets or change requests within the CRM. - Monitor project progress to ensure internal deliverables meet client timelines. - Maintain organized notes, files, and call summaries within the CRM. - Identify upsell opportunities and escalate issues when needed. Requirements: - 3+ years of client-facing experience in a B2B or agency environment (digital marketing or tech preferred). - Prior experience in a voice process role focused on North American clients is mandatory. - Excellent English communication skills – both written and spoken (neutral or North American accent preferred). - Proven ability to manage 30–40 active client accounts simultaneously. - Proficiency in CRM and project management tools - Excellent follow-up and organizational skills. - Reliable power and high-speed internet connection. - Ability to work night shift (9 AM–5 PM EST, Toronto time). - You must complete the following screener in order to be considered for this role: ---------- What We Offer: - Competitive pay with commission and yearly bonuses. - Work-from-home flexibility with internet reimbursement. - Paid training and time off. - A collaborative and supportive remote work culture. - Exposure to global digital marketing operations and client relationship management. Benefits: - Opportunities for promotion - Paid training - Pay raise - Promotion to permanent employee - Work from home