Customer Success Specialist

Job Description

Job Description

Description:

Are you a relationship-builder who thrives on turning customers into long-term champions? Do you love the idea of guiding clients through onboarding, solving problems before they start, and keeping the customer experience running smoothly?

IdeaTek is looking for a Customer Success Specialist to own post-sale relationships with our business customers—ensuring satisfaction, retention, and long-term growth. You’ll be the friendly face (or voice) that steps in once a contract is signed, helping guide implementation, following up after install, and building the strategy behind ongoing client touchpoints. From day-to-day communication to discovering upsell opportunities, you’ll be a key part of our customer journey.

A Day in the Life

You’ll start your day by checking customer success tasks and reviewing upcoming installs or touchpoints. You might send a follow-up email to a recently installed business customer, confirm services are set correctly, or flag a potential upsell to the sales team. Later, you could help schedule a discovery meeting or hop on a call to resolve a lingering post-install issue. You’re the steady, reliable point of contact that keeps customers informed and confident in their partnership with IdeaTek.

What You’ll Do

Key responsibilities include:

• Guide new customers from the close of sale through install—ensuring a smooth onboarding experience
• Schedule and support customer discoveries, installations, and follow-ups
• Confirm service accuracy and satisfaction before the first bill is issued
• Create success plans for each client, documenting key needs, timelines, and account details
• Own ongoing customer touchpoints: follow up, check-in, and retention outreach
• Support account renewals and identify upsell opportunities through relationship-building
• Maintain organized records of each customer’s journey and communication
• Collaborate across departments to solve issues, improve handoffs, and advocate for customers
• Help build scalable systems to ensure all accounts receive proactive care and follow-up

What Will Help You Stand Out

Preferred qualifications:

• Experience in telecommunications or internet services
• Familiarity with CRMs, ticketing systems, or customer support platforms
• Passion for customer experience and a natural drive to go the extra mile
• Ability to communicate across departments
• Strong retention or upsell instincts and an ability to spot opportunities

Desired Attributes

Beyond the qualifications, these attributes are what make someone a great fit for our team:

• Relationship-focused with strong emotional intelligence
• Calm, confident, and clear communicator
• Resourceful and eager to solve problems
• Results-oriented with a desire to grow accounts, not just maintain them
• Curious, open to feedback, and always looking for ways to improve the process

Why Join IdeaTek?

IdeaTek is a cutting-edge telecommunications company dedicated to bringing fast, reliable internet to underserved communities. We're a passionate team of innovators and problem-solvers committed to making a difference in the lives of our customers. At IdeaTek, we value our employees and foster a culture of collaboration, growth, and community involvement.

A few of the key ways we strive to make employees feel valued include:

• Competitive pay + performance-based bonus
• Medical, dental, vision, life, and 401k with match
• Free coaching/counseling for employees & families
• Free internet service (if available in your area) or internet reimbursement
• Tuition reimbursement for personal and professional growth
• Community engagement opportunities
• Culture that values results, effort, and integrity

Our Core Values

• We are Trustworthy – We build confidence through transparency, follow-through, and dependability.
• We count on Big Thinkers – We don’t just imagine the future—we create it with bold, actionable ideas.
• We have a Resilient Spirit – We embrace challenges, bounce back from setbacks, and keep striving for more.
• We stand on Belief – We believe everyone deserves access to technology that helps them learn, grow, and thrive.
• We foster Connectedness – Our work goes beyond broadband—we build real connections within our team and our communities.
• We drive Innovation – We're always looking for ways to improve and redefine what’s possible.

Ready to Apply?

If you're excited to join a team that supports real people, builds meaningful technology, and solves problems that matter— apply today!

What We’re Looking For

To be considered for this role, you'll need the following required qualifications:

• 3+ years of experience in account management, customer service, sales, or customer success
• Strong interpersonal and communication skills—able to stay calm and professional via phone and email
• Organized and proactive with strong attention to detail
• Tech-comfortable—quick to learn platforms and use systems to track and follow through
• Confident working independently and managing multiple priorities at once