Client Success Specialist

Client Success Specialist

Within 3 hours of EST timezone preferred

Be the champion for our customers as part of our Client Success team. You'll help hospitality businesses maximize Folio's value while ensuring their satisfaction. If you're passionate about exceptional service and building strong relationships, this role is for you.

Be the champion for our customers as part of our Client Success team. You'll help hospitality businesses maximize Folio's value while ensuring their satisfaction. If you're passionate about exceptional service and building strong relationships, this role is for you.

What excites you

  • Building meaningful relationships with customers and helping them succeed with our product

  • Managing customer inquiries across multiple channels including Intercom, phone, and email

  • Supporting in-person training and onboarding alongside the GTM team

  • Identifying opportunities to enhance internal processes and promote best practices

  • Monitoring customer feedback to ensure resolutions exceed expectations

  • Developing systems and procedures that maintain high service standards

  • Analyzing trends in customer inquiries to improve satisfaction and retention

  • Collaborating across departments to resolve customer issues effectively

  • Bringing the customer's voice into our product development process

  • Solving complex problems and helping customers overcome technical challenges

What excites us

  • Your proven experience as a customer service leader (5+ years), business development or hospitality

  • Your highly motivated, self-starting attitude with a bias for action

  • Your excellent organizational and problem-solving skills

  • Your exceptional verbal and written communication abilities

  • Your customer-centric mindset and passion for exceptional service

  • Your strong interpersonal skills and team collaboration experience

  • Your experience with helpdesk, CRM software, and other customer service tools

  • Your passion for travel and hospitality

  • Your willingness to travel for in-person customer onboarding when needed

Working at Folio

  • We're a remote-first company. Quarterly, we travel to work together in-person and stay with one of our hotel partners.

  • For the most part, we rely on Google Meet, Linear, Notion, and Slack to make decisions and get things done day-to-day.

  • You will have the opportunity to travel frequently and meet our customers in person

  • We're a small team who work collaboratively and meet daily for stand up

What we value

  • Craft. We take pride in our work, find joy in execution, and believe that the best companies are built at a steady yet resilient pace.

  • Optimism. We believe in ourselves and each other and know anything is possible with the right amount of hustle and grit.

  • Ownership. We love making things better and have a strong sense of shared responsibility over everything we create together.

  • Hospitality. The industry we’re building for has a culture of service to others, and we bring that energy to how we work together each day.

Apply online