Client Services Representative

• Develop and refine operational processes to enhance the efficiency, consistency, and scalability of the Client Services teams
• Optimize the use of HubSpot to support the full customer lifecycle, including onboarding, training, support ticketing, and account management.
• Configure properties, pipelines, workflows, and reporting to align with evolving operational needs.
• Identify, document, and implement improvements in customer success workflows, playbooks, and lifecycle management strategies to increase engagement, retention, and customer health outcomes.
• Partner with team leads and QA Specialist to improve documentation, internal knowledge bases, and coaching materials.
• Design, build, and maintain automated dashboards and reporting frameworks that provide real-time visibility into key customer success metrics, including adoption trends, renewal forecasts, NPS/CSAT results, and account health.
• Analyze customer and operational data to generate insights that inform proactive customer engagement strategies.
• Translate findings into recommendations for the Client Services team to improve retention, increase product value realization, and mitigate churn risk.
• Configure and manage automation tools (e.g., HubSpot workflows, email sequences, renewal triggers, health score systems) to streamline customer communications, ensure timely renewal outreach, and escalate at-risk accounts effectively and consistently.

Client Services Operations Specialist

Client Support Lead