Customer Success Specialist

What You'll Own:

• White Glove Onboarding: Serve as onboarding contact for clients purchasing PushPress's paid setup service, hosting live calls focused on CRM setup, workflow builds, and A2P/SMS configuration.
• Grow Retention: Take retention calls with clients at risk of canceling, walk them through tier or configuration changes, and own the technical side of downgrades or reconfigurations.
• Technical Grow Support: Own escalated Grow tickets requiring deep CRM knowledge, validate and reproduce issues, and maintain documentation on common fixes and edge cases.

What We're Looking For:

• 2-3+ years in technical support, implementation, or customer success in SaaS with direct GoHighLevel or comparable CRM experience.
• Genuine CRM fluency in workflow builders, automations, integrations, and A2P/SMS compliance, plus strong communication skills for teaching clients and writing technical escalations.
• Calm and clear in high-stakes retention conversations, detail-oriented and process-driven, and comfortable translating between non-technical customers and technical internal teams.

Nice to Have:

• Prior retention or high-stakes client conversation experience, fitness industry or PushPress product experience, and A2P/SMS compliance knowledge.
• Ability to utilize AI to automate workflows and create leverage in daily work.