Client Success Specialist

Software Finder is seeking a Client Success Specialist to manage and nurture client relationships throughout active campaigns. This role is essential in setting clear expectations, overseeing campaign performance, and resolving issues promptly to maintain high levels of client satisfaction and retention. The ideal candidate will work closely with clients and internal teams to ensure smooth campaign execution and optimize outcomes.

Key Responsibilities

- Act as the primary point of contact for assigned clients during live campaigns, ensuring consistent communication and support.
- Establish and reinforce expectations related to lead quality, delivery standards, and billing models such as Pay Per Lead (PPL), Verified Purchase (VP), and content-led initiatives.
- Monitor campaign metrics including lead acceptance rates, utilization levels, and budget pacing to track performance effectively.
- Proactively identify potential risks such as client dissatisfaction, refund requests, or underutilization of services, and take appropriate action.
- Address client queries and escalations professionally and promptly to maintain strong relationships.
- Collaborate with internal teams to troubleshoot issues and enhance service delivery.
- Support discussions around budget optimization, including managing short-term extensions when necessary.
- Maintain thorough and accurate documentation of all client interactions, decisions, and campaign details.
- Ensure compliance with internal standard operating procedures (SOPs) and governance frameworks to uphold quality standards.

Required Qualifications

- 3 to 4 years of experience in a client-facing role, preferably within SaaS, digital marketing, lead generation, or B2B services.
- Strong understanding of campaign-based delivery models, lead quality concepts, and performance tracking methodologies.
- Excellent verbal and written communication skills, with the ability to convey information clearly and confidently.
- Demonstrated problem-solving skills and the ability to manage multiple clients and priorities simultaneously.
- Proficiency in working with Customer Relationship Management (CRM) systems, reporting tools, and internal documentation platforms.
- Highly organized, detail-oriented, and accountable with a strong commitment to follow-through.

This position offers the opportunity to play a pivotal role in client success within a dynamic and growing organization. Candidates who thrive in fast-paced environments and enjoy building lasting client partnerships will find this role rewarding.