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Client Success Lead
Location
Mexico
Posted
3 days ago
Salary
$1.5K / month
Seniority
Senior
Job Description
Client Success Lead
ScaleSource
• You will communicate with commercial clients through email, phone, text, client portals, CRM systems, video updates, and virtual meetings. • Responding to client messages quickly and professionally • Sending clear updates before clients have to chase us • Explaining what happened, what we are doing, who is responsible, and when the next update will happen • Communicating delays, weather issues, scheduling changes, property concerns, and service updates • Making clients feel heard without overpromising nonsense we cannot deliver • Keeping communication honest, calm, warm, and professional • Making us feel like the most organized landscaping company they have ever worked with • You own the communication loop until the item is completed • Capturing the issue clearly • Asking good questions when the request is vague • Confirming property, location, priority, photos, timing, and client expectation • Assigning or escalating the issue to the correct internal person • Tracking the status until completion • Following up with operations or field leadership • Updating the client proactively • Confirming completion with notes, photos, or internal confirmation when possible • Closing the loop so everyone knows the issue was handled • You should be able to identify patterns and problems before they become bigger problems. • You will help make sure the company has a clean system for tracking client requests, property issues, service updates, and internal follow-up. • Creating and updating tasks • Keeping CRM/client records clean • Tracking open issues by client/property • Maintaining follow-up dates and deadlines • Confirming completion instead of assuming completion • Helping leadership see what is open, stuck, urgent, or recurring • Preparing simple weekly reports on client issues, aging items, completed items, and recurring concerns • Making sure communication does not live only in someone’s memory, text thread, or random notebook. • You must be comfortable on video. • Recording short Loom-style client updates • Showing your face on camera while explaining an update • Joining virtual meetings with clients.
Job Requirements
- 5+ years of customer service, client success, account management, operations coordination, executive assistant, or client-facing admin experience
- 3+ years working directly with U.S.-based clients or U.S.-based companies
- 2+ years working remotely in a role that required independent ownership and follow-up
- Fluent written and spoken English at a professional, client-facing level
- Fluent or highly advanced Spanish communication skills
- Proven experience managing 50+ client/customer interactions, tickets, tasks, or follow-up items per week
- Proven experience tracking issues through a CRM, help desk, project management tool, spreadsheet, or similar system
- Ability to write clear client-facing updates with strong grammar, structure, and tone
- Comfortable recording video updates with yourself on camera
- Comfortable joining virtual client meetings
- Comfortable making phone calls or voice calls when needed
- Strong organization skills with a real personal system for tracking work
- Strong ability to identify problems, recommend solutions, and follow through
- Must be available during core U.S. business hours.
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