Customer Success Manager guiding finance, tax, and engineering customers through Neo.Tax’s automated R&D tax credit and software capitalization workflows. Owning onboarding, adoption, renewals, and expansion.
About the role
- Client Success Specialist supporting arts and cultural organizations using Spektrix ticketing software. Managing client relationships, resolving issues, and driving platform adoption remotely from British Columbia.
Responsibilities
- Provide accurate and timely support and consistent relationship management to Spektrix clients.
- Act as the named relationship owner for an assigned group of clients while contributing to shared reactive support.
- Resolve inbound client inquiries across phone, email, and video call using internal documentation and established processes.
- Participate in rotating on-call coverage outside business hours.
- Identify recurring bugs, training gaps, and emerging risks, addressing or escalating them appropriately.
- Serve as the primary contact for assigned clients and maintain awareness of their goals, platform usage, and stakeholders.
- Lead and follow up on client meetings, record calls when appropriate, confirm next steps, and track tasks to completion.
- Monitor account health and escalate dissatisfaction, low engagement, or declining usage.
- Guide clients in adopting Spektrix capabilities and surface expansion opportunities.
- Deliver tailored activation sessions, workshops, and enablement events.
- Maintain detailed client interaction records in internal systems.
- Collaborate with Client Success, Product, Operations, Solutions, and Enablement teams.
- Escalate complex technical issues and recommend internal process improvements.
- Maintain professionalism and reliability in client and team interactions.
Requirements
- 1+ years of experience in a client- or customer-facing role, such as support, customer success, or account management, or in box office, ticketing, or patron services within an arts or culture organization.
- Proven ability to quickly learn and navigate complex software systems, and apply that knowledge to client questions and needs.
- Excellent interpersonal and verbal/written communication skills, including explaining technical information clearly to non-technical audiences.
- Ability to build effective working relationships with client stakeholders across roles and seniority levels.
- Ability to manage a wide range of priorities and ensure urgent and non-urgent work progresses.
- Strong organizational skills and attention to detail, with consistent documentation and follow-through.
- Strong technical aptitude and proficiency in Microsoft Excel, Google Sheets, Docs, and other web-based applications.
- Ability to explain the reasons for choices and advice provided.
- Ability to take responsibility for mistakes and work toward resolution.
- Openness to coaching, feedback, and evolving processes.
- Ability to maintain sensitive/confidential client information.
- Experience using Spektrix or another ticketing, CRM, or fundraising platform in an arts or culture setting is a bonus.
- Experience with Zendesk or HubSpot is a bonus.
- Experience delivering client or end-user training, webinars, or workshops is a bonus.
- Professional working proficiency in French is a bonus.
- Quiet home working space suitable for uninterrupted video calls.
- Strong, reliable internet connection supporting video calls and system access.
- Availability for regular hours of 9am–5pm or 10am–6pm, Monday–Friday, and rotational on-call evenings/weekends.
- Ability to attend key on-site events in the NYC office 2–4 times per year.
Benefits
- Health benefit package (Medical, Dental, Vision, Prescription, Disability, and more!)
- 22 days of PTO
- 13 paid public holidays
- 10 Paid Sick Days
- Company-paid Life Insurance
- Two paid volunteering days per year
- Professional development opportunities
- Flexible working with support for WFH setup / equipment
- Month-long Paid Sabbatical after 5 years of service
- Varied range of regular social activities throughout the year
- Support and hardware needed to work from home
- Stipend for each day worked on-site for team members local to NYC
- Travel expenses covered for required on-site events in the NYC office
- Equal opportunity and inclusive work environment
- Human review of applications alongside automated or AI-supported screening tools
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