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Client success specialist

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CLIENT SUCCESS SPECIALIST

COMPANY OVERVIEW

We are a remote-first agency and software business helping e-commerce businesses and online sellers turn payment processing into a profit center.

The company helps clients reduce payment processing costs, improve approval rates, increase profitability, and mitigate risks related to refunds, disputes, chargebacks, and payment-provider shutdowns.

The culture values honesty, ownership, accountability, transparency, and high standards. The team is highly systems-driven and uses ClickUp and AI tools to improve client delivery, internal operations, and decision-making.

MISSION

We are hiring a Client Success Specialist who combines exceptional client service with strong operational execution.

You will manage a portfolio of clients from onboarding through ongoing delivery while also serving as an operational backbone for the team. You will handle client communication and fulfillment, own ClickUp, coordinate tasks, enforce SOPs, monitor deadlines and capacity, and proactively surface risks and blockers.

The ideal candidate is a relentless executor who is emotionally intelligent, detail-oriented, proactive, accountable, and comfortable both doing the work and managing the systems around it.

RESPONSIBILITIES

Client Success & Fulfillment

  • Manage a portfolio of clients from onboarding through ongoing delivery.
  • Build strong client relationships and proactively communicate progress, results, and next steps.
  • Execute core deliverables including payment fee analysis, decline-reduction strategies, and risk mitigation reporting.
  • Prepare accurate, professional client reports and thoroughly review work before submission.
  • Identify upsell/expansion opportunities and flag them to the CEO.
  • Proactively identify and escalate client issues before they become larger problems.
  • Work closely with the existing Client Success Specialist to ensure smooth fulfillment.

Project Management & ClickUp

  • Own ClickUp as the team's source of truth for client work, tasks, tickets, and processes.
  • Create, assign, prioritize, and monitor tasks across the team.
  • Run weekly team standups and ensure deadlines remain on track.
  • Proactively follow up on incomplete or at-risk tasks.
  • Identify blockers and capacity issues and escalate them to the CEO early.
  • Build and maintain ClickUp dashboards for real-time visibility.

SOPs & Operations

  • Own and enforce company SOPs and ensure the team follows them consistently.
  • Document new processes and turn repeatable workflows into reusable SOPs.
  • Identify process gaps and continuously improve workflows.
  • Run the weekly capacity check-in and immediately flag Yellow/Red statuses.
  • Help drive a culture of ownership, accountability, and high standards.

AI & Team Collaboration

  • Use AI tools to accelerate analysis, reporting, research, and task execution.
  • Work with AI-enabled ClickUp/Claude workflows while applying independent judgment and validating outputs.
  • Collaborate closely with the Client Success and operations teams.
  • Escalate risks and blockers early rather than waiting for problems to develop.

REQUIREMENTS

  • 3–5 years of experience in client success, customer success, retention, account management, operations, project management, or a related field.
  • Strong experience managing client relationships and communicating directly with customers.
  • Excellent written and verbal English communication.
  • High emotional intelligence, integrity, and accountability.
  • Strong attention to detail and habit of double-checking work.
  • Highly proactive with strong follow-through and ownership.
  • Strong project management and organizational skills.
  • Strong hands-on ClickUp experience is highly preferred.
  • Comfortable with Google Sheets/Excel, Google Docs/Slides, Slack, and Zoom.
  • Comfortable using AI tools such as Claude to improve productivity and decision-making.
  • Strong analytical and problem-solving skills.
  • Able to manage multiple clients, priorities, and deadlines.
  • Payments, e-commerce, declines, chargebacks, or risk experience is a plus but NOT required; training, SOPs, and an internal knowledge base are provided.
  • French is a plus but not required.
  • Gender: No preference.

TECHNICAL REQUIREMENTS

  • Own reliable laptop/PC — a strong setup is preferred.
  • Very reliable, high-speed internet connection.
  • Quiet, professional workspace.
  • Headset suitable for client calls.
  • Ability to reliably use Zoom, ClickUp, Google Workspace, Slack, and other browser-based tools.
  • Ability to work the required Beirut Time schedule.

POSITION DETAILS

  • Position: Client Success Specialist
  • Employment: Full-Time | 40 hours/week
  • Working Hours: 3:30 PM – 11:30 PM Beirut Time
  • Working Days: Monday–Friday
  • Days Off: Saturday & Sunday
  • Location: Fully Remote
  • Reports To: CEO
  • Client-Facing: Yes
  • Salary: $2,000/month
  • PTO: Flexible with advance notice; approximately one week's notice preferred, with work planned ahead of time.
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