Customer Success Support

Client Success Advisor

Location: SA

LATAM / South Africa Preferred

Working Hours: Full-time with overlap to U.S. Central Time

Salary Range: Competitive, based on experience

Type of Contract: Full-Time

Type of Job: Remote

About the Company

Our client is a rapidly growing birth and postpartum support organization dedicated to helping families navigate pregnancy, childbirth, and early parenthood with confidence and exceptional care.

Built on a foundation of personalized support and trusted relationships, the company has become a leading provider of postpartum and family-focused services. With continued growth and exciting expansion plans, they are seeking a Client Success Advisor who is passionate about creating exceptional client experiences and building lasting relationships.

About the Role

The Client Success Advisor serves as the primary point of contact for prospective and existing clients, ensuring every family receives a seamless, supportive, and highly personalized experience throughout their journey.

This role is responsible for guiding clients through the onboarding process, maintaining ongoing communication, coordinating service delivery, and ensuring clients feel supported every step of the way. The ideal candidate is empathetic, highly organized, proactive, and passionate about delivering world-class customer experiences.

Key Responsibilities

Client Onboarding & Relationship Management

• Serve as the first point of contact for prospective clients.
• Manage inbound inquiries via email, phone, and other communication channels.
• Guide families through the onboarding process from initial inquiry to service commencement.
• Build strong, trusting relationships with clients and maintain regular communication throughout their journey.
• Ensure clients have a positive and seamless experience at every stage.

Client Success & Retention

• Proactively follow up with prospective clients and nurture opportunities.
• Monitor client satisfaction and address concerns promptly and professionally.
• Maintain detailed records of client interactions and service requirements.
• Support client retention efforts through ongoing engagement and relationship-building.
• Identify opportunities to improve the overall client experience and service delivery.

Specialist & Service Coordination

• Coordinate communication between clients and internal specialists.
• Assist in matching clients with the most appropriate specialists based on their needs and preferences.
• Ensure all client requests and service requirements are communicated accurately and efficiently.
• Track onboarding progress and ensure all necessary documentation is completed.

Administrative Support

• Maintain accurate client records within CRM and internal systems.
• Track client communications, contracts, proposals, and service agreements.
• Support scheduling and coordination of consultations and appointments.
• Assist with invoicing and client-related administrative tasks as required.

Continuous Improvement

• Gather client feedback and share insights with leadership.
• Identify process improvements that enhance client satisfaction and operational efficiency.
• Contribute to creating a high-touch, relationship-driven client experience that reflects the company's values.

Requirements

• Previous experience in Customer Success, Client Services, Account Management, Client Relations, Customer Experience, or similar client-facing roles.
• Exceptional verbal and written English communication skills.
• Strong relationship-building and interpersonal skills.
• Excellent organizational and time management abilities.
• Ability to manage multiple client conversations and priorities simultaneously.
• Highly empathetic with strong emotional intelligence.
• Proactive problem-solving skills and attention to detail.
• Comfortable working independently in a fast-paced, growing environment.
• Experience using CRM systems and modern business tools.

Preferred Qualifications

• Experience within healthcare, wellness, family services, maternal health, or related industries.
• Previous experience supporting client onboarding and customer journey management.
• Experience handling high-touch or premium client relationships.
• Spanish language skills are advantageous.
• Familiarity with Google Workspace, CRM platforms, and scheduling tools.

Ideal Candidate

The ideal candidate combines exceptional customer service skills with genuine empathy and professionalism. They thrive on building meaningful relationships, solving problems, and creating positive experiences for clients.

They are proactive, detail-oriented, emotionally intelligent, and passionate about helping people. Most importantly, they are committed to delivering a level of service that exceeds expectations and contributes to the company's continued growth and reputation for excellence.