Customer Success Specialist

Customer Success Specialist

Location: Remote (Türkiye)

Company: Zen Media

Zen Media is the go-to B2B marketing and PR agency helping enterprise software, healthcare technology, professional services, and manufacturing brands achieve measurable growth and industry leadership. By combining strategic content, earned media, and social amplification, we help our clients influence discerning buyers, shorten sales cycles, and drive ROI. Our work has been featured in leading publications such as Forbes, Fast Company, Ad Age, and The Wall Street Journal, and we have consistently delivered double-digit growth and increased market share for our clients.

We are looking for a warm, proactive, and relationship-driven Customer Success Specialist to become the voice of Zen Media for our clients. This is not a sales role and your mission is to build strong relationships, ensure every client feels heard and supported, proactively identify concerns before they become problems, and create exceptional customer experiences that lead to long-term partnerships and positive reviews.

If you genuinely enjoy talking to people, solving problems, and making customers feel valued, we'd love to meet you.

What You'll Do

• Serve as the primary point of contact for existing clients through scheduled phone and Zoom meetings.
• Conduct regular client check-ins to build relationships, gather feedback, and ensure satisfaction.
• Listen to client concerns, identify issues early, and coordinate with internal teams to ensure timely resolution.
• Advocate for clients by following up on action items and keeping them informed throughout the process.
• Encourage satisfied clients to leave reviews, testimonials, and participate in case studies.
• Track customer sentiment, maintain detailed CRM notes, and monitor overall client health.
• Identify opportunities to improve the customer experience and recommend process improvements.
• Collaborate with Account Managers, PR, Operations, and Leadership to deliver an outstanding client experience.

What You Bring

• 2+ years of experience in Customer Success, Customer Support, Client Services, Hospitality, or another customer-facing role.
• Excellent spoken and written English with outstanding communication and active listening skills.
• High emotional intelligence, empathy, and confidence handling conversations over phone and Zoom.
• Strong organizational skills with excellent follow-up and attention to detail.
• Calm, professional, and solution-oriented when handling challenging client situations.
• Self-motivated, proactive, and comfortable managing multiple client relationships.
• Experience with CRM or project management tools is a plus.

Preferred Experience

• Experience working with US-based clients.
• Experience in a marketing agency, PR agency, SaaS, or digital services environment.
• Knowledge of customer satisfaction, retention strategies, and online review generation.
• Experience coordinating with multiple internal teams to resolve client issues.

What We Value at Zen Media

• Customer First: Every client interaction should leave people feeling heard and valued.
• Ownership: We solve problems, follow through, and take responsibility.
• Communication: Clear, proactive, and thoughtful communication is essential.
• Positive Attitude: We bring energy, empathy, and professionalism to every interaction.
• Continuous Improvement: We constantly look for better ways to serve our clients.
• Collaboration: Great customer experiences are built as a team.

If you're passionate about creating exceptional customer experiences and building meaningful relationships, we'd love to hear from you. At Zen Media, you'll play a critical role in strengthening client satisfaction, increasing retention, and helping our clients become enthusiastic advocates of our brand.