Customer Success Specialist

It's a new day with a new opportunity at 8am! About the role: We are seeking a Customer Success Specialist to deliver timely, high-quality assistance across email, chat, and phone channels. In this role, you will play a critical role in driving retention, adoption, and growth across our digital and hybrid customer segments. You’ll proactively identify technical risks, support retention efforts, and collaborate closely with Product and Engineering to advocate for customer needs and improve platform performance. This role requires strong problem-solving skills, technical aptitude, and a commitment to delivering an exceptional customer experience. You will partner closely with Customer Support, Customer Education, Product, and Marketing teams to oversee success plans, guide customers through onboarding, adoption, expansion, and renewal readiness, and deliver scalable, high-impact customer outcomes. About us: At 8am, our vision is to power a world where professionals thrive. We start every day on a mission to empower professionals with the most trusted, innovative technology to deliver world-class outcomes for their clients and exceptional financial results for their business. They count on our purpose-built solutions to simplify operations, ensure compliance, and fuel profitable growth, so they can focus on their clients and do more of the work that matters. Founded in 2005, 8am™ (formerly AffiniPay) is the professional business platform built to help legal, accounting, and other client-focused professionals run stronger, more profitable businesses. Today, more than 250,000 professionals across the U.S. trust 8am to help them work smarter, serve clients better, and unlock their full potential. We have been recognized as one of Inc 5000’s fastest growing companies in the U.S. for 13 years in a row, and as a result, our teams continue to grow as well! What you'll do: Provide timely and accurate technical support to customers via email, chat, and phone. Troubleshoot and resolve product issues related to onboarding, adoption, and core platform functionality. Execute support workflows across digital and hybrid engagement models. Proactively identify and escalate technical risks through customer data, usage trends, and engagement signals. Assist customers with the implementation of core workflows, features, and solutions to ensure realized value. Support retention by resolving support blockers and ensuring renewal readiness. Collaborate with Product and Engineering teams to report bugs, share customer insights, and support product fixes. Serve as a customer advocate and voice of the customer within the organization. Provide technical guidance to customers on optimizing their use of 8am solutions. Support support-led outreach, including help center documentation, FAQ updates, and enablement sessions. Monitor customer support tickets, engagement levels, and resolution milestones. Contribute to the continuous maintenance of Support playbooks, processes, and internal knowledge bases. Maintain timely and accurate documentation in Support ticketing platforms and CRM systems. Serve as a brand ambassador in all customer interactions. Assist with the peer-mentoring of new Support team members. About you: 1-2+ years of experience in Technical Support, Customer Service, SaaS Support, or a related customer-facing role. Experience working in digital-first or hybrid customer engagement models preferred. Strong ability to diagnose technical issues and translate complex steps into simple instructions. Proven ability to build trust and credibility with customers in high-volume environments. Excellent written and verbal communication skills. Strong organizational, prioritization, and multitasking skills. Comfortable learning and navigating new technologies and systems. Ability to work effectively in a fast-paced, evolving environment. SaaS experience required; payments, fintech, or legal industry experience preferred. Diversity, equity & inclusion at 8…