The Role
Serve as a primary inbound contact to support customer adoption, account management, and expansion. Resolve account and sales-related requests, process orders, recommend upgrades/add-ons, collaborate with cross-functional teams, meet productivity and satisfaction metrics, and provide feedback for product and process improvements.
Summary Generated by Built In
Rightworks offers the only intelligent cloud purpose-built for accounting firms and professionals. Backed by award-winning support, our fully managed IT and applications ensure customers have secure, reliable, on-demand access to their technology. We provide a curated software ecosystem that simplifies the complexity of running an accounting firm or small business, supported by a community of thought leaders, peer networks, and educational resources. Our success is made possible by leveraging decades of specialized experience in leading accounting firms, SMBs and technology companies. Thousands of Firms and SMBs count on us to run their business every day.
We have a great team, we’re growing fast and have a winning culture based on innovation, teamwork, and mutual respect.
Job Overview
As part of the Customer Success organization, the Customer Success Specialist plays a critical role in supporting and growing our existing customer base. This role serves as a hybrid between Customer Success and Sales, focusing on customer outcomes, adoption, and satisfaction while also supporting expansion and upgrading opportunities through an inbound queue model. You will be a trusted point of contact for customers, ensuring their needs are addressed, their value is maximized, and growth opportunities are identified and routed appropriately.
Responsibilities
- Answer inbound customer calls and requests related to account management, product usage, service changes, and expansion opportunities
- Develop an understanding of each customer’s business, goals, and current solutions to provide informed and relevant guidance
- Resolve straightforward account and sales-related requests directly; coordinate warm transfers or meetings with Customer Success Managers, Account Executives, or Technical Support as needed
- Recommend relevant upgrades, add-ons, and services that align with customer needs and drive additional value
- Support customer adoption and success by reinforcing best practices, available services, and next steps
- Accurately submit and process orders using pricing tools, product documentation, and internal systems
- Collaborate cross-functionally with Sales, Success, Support, Finance, and Product teams to resolve customer issues efficiently
- Meet or exceed defined productivity, quality, and customer satisfaction metrics
- Provide internal feedback and recommendations based on recurring customer insights and trends
- Participate in team initiatives, documentation improvements, and process enhancements as assigned
-Work on projects/out of scope company efforts as needed
-Provide coverage for Customer Success Managers as needed
Requirements
· 1–3 years of experience in a customer-facing role such as Customer Success, Sales Support, Account Management, or Technical Support
· Comfort managing a high-volume inbound interaction environment (calls, tickets, or chats)
- Strong customer-centric mindset with the ability to manage questions, requests, and escalations calmly and professionally
· Strong customer-centric mindset with the ability to manage questions, requests, and escalations calmly and professionally
· Technical aptitude and ability to learn and explain software, cloud, and managed service offerings
· Experience or familiarity with Intuit products (e.g., QuickBooks), Microsoft 365, or managed IT/security services preferred
· Ability to identify customer needs, uncover growth opportunities, and position appropriate solutions
Eligibility Requirements
• This role is open to US Citizens or permanent residents authorized to work in the United States. Rightworks LLC is unable to offer visa sponsorship.
• Due to specific state regulations, we are unable to accept applications from residents of California, Hawaii, or Alaska.
• Relocation will not be offered for this position.
Compensation
Our Compensation range for this role ranges from $50,000 to $53,000 annually, and is determined based on factors such as relevant experience, skills, and internal equity.
Benefits
To provide best-in-class solutions, we need a best-in-class team. We offer competitive salaries to recruit the best talent. We provide company-paid short and long-term disability insurance, life insurance and a generous 401K match. We offer highly affordable medical, dental, vision coverage, and many other valuable benefits. We offer flexible PTO, and numerous paid holidays, affording you the time to be there for what is important in your life. We encourage giving back to our communities by providing paid volunteer time off. We are proud to be an Equal Opportunity Employer!
We have a great team, we’re growing fast and have a winning culture based on innovation, teamwork, and mutual respect.
Job Overview
As part of the Customer Success organization, the Customer Success Specialist plays a critical role in supporting and growing our existing customer base. This role serves as a hybrid between Customer Success and Sales, focusing on customer outcomes, adoption, and satisfaction while also supporting expansion and upgrading opportunities through an inbound queue model. You will be a trusted point of contact for customers, ensuring their needs are addressed, their value is maximized, and growth opportunities are identified and routed appropriately.
Responsibilities
- Answer inbound customer calls and requests related to account management, product usage, service changes, and expansion opportunities
- Develop an understanding of each customer’s business, goals, and current solutions to provide informed and relevant guidance
- Resolve straightforward account and sales-related requests directly; coordinate warm transfers or meetings with Customer Success Managers, Account Executives, or Technical Support as needed
- Recommend relevant upgrades, add-ons, and services that align with customer needs and drive additional value
- Support customer adoption and success by reinforcing best practices, available services, and next steps
- Accurately submit and process orders using pricing tools, product documentation, and internal systems
- Collaborate cross-functionally with Sales, Success, Support, Finance, and Product teams to resolve customer issues efficiently
- Meet or exceed defined productivity, quality, and customer satisfaction metrics
- Provide internal feedback and recommendations based on recurring customer insights and trends
- Participate in team initiatives, documentation improvements, and process enhancements as assigned
-Work on projects/out of scope company efforts as needed
-Provide coverage for Customer Success Managers as needed
Requirements
· 1–3 years of experience in a customer-facing role such as Customer Success, Sales Support, Account Management, or Technical Support
· Comfort managing a high-volume inbound interaction environment (calls, tickets, or chats)
- Strong customer-centric mindset with the ability to manage questions, requests, and escalations calmly and professionally
· Strong customer-centric mindset with the ability to manage questions, requests, and escalations calmly and professionally
· Technical aptitude and ability to learn and explain software, cloud, and managed service offerings
· Experience or familiarity with Intuit products (e.g., QuickBooks), Microsoft 365, or managed IT/security services preferred
· Ability to identify customer needs, uncover growth opportunities, and position appropriate solutions
Eligibility Requirements
• This role is open to US Citizens or permanent residents authorized to work in the United States. Rightworks LLC is unable to offer visa sponsorship.
• Due to specific state regulations, we are unable to accept applications from residents of California, Hawaii, or Alaska.
• Relocation will not be offered for this position.
Compensation
Our Compensation range for this role ranges from $50,000 to $53,000 annually, and is determined based on factors such as relevant experience, skills, and internal equity.
Benefits
To provide best-in-class solutions, we need a best-in-class team. We offer competitive salaries to recruit the best talent. We provide company-paid short and long-term disability insurance, life insurance and a generous 401K match. We offer highly affordable medical, dental, vision coverage, and many other valuable benefits. We offer flexible PTO, and numerous paid holidays, affording you the time to be there for what is important in your life. We encourage giving back to our communities by providing paid volunteer time off. We are proud to be an Equal Opportunity Employer!
Skills Required
- 1-3 years of experience in a customer-facing role such as Customer Success, Sales Support, Account Management, or Technical Support
- Comfort managing a high-volume inbound interaction environment (calls, tickets, or chats)
- Strong customer-centric mindset with ability to manage questions, requests, and escalations calmly and professionally
- Technical aptitude and ability to learn and explain software, cloud, and managed service offerings
- Experience or familiarity with Intuit products (e.g., QuickBooks), Microsoft 365, or managed IT/security services
- Ability to identify customer needs, uncover growth opportunities, and position appropriate solutions
- Authorized to work in the United States (US citizen or permanent resident); employer cannot offer visa sponsorship
- Cannot accept applications from residents of California, Hawaii, or Alaska; relocation not offered
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The Company
What We Do
At Rightworks, we propel the accounting profession forward with the only intelligent cloud that is purpose-built for accounting firms and professionals. More US-based accounting firms partner with Rightworks than any other cloud service provider in our space. And that’s because we are so much more—offering premier managed security services and an established, always-here community where accounting professionals share best practices and proven strategies—all within a supportive, non-competitive environment. Rightworks has everything firms and professionals require to elevate client service, empower teams to greatness and fuel long-term, sustainable success. Rightworks helps accounting firms and professionals elevate every aspect of operations via a comprehensive, unified solution portfolio to operate their businesses and serve clients with natural confidence. With a single partner supporting operations at every level, success is inevitable. We are headquartered in Nashua, NH, with more than 600 employees in the United States.
