Client Success Specialist

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.