Customer Success Specialist - EST Shift (Americas)

📍 Location: Remote (US, Canada or LATAM)
🕒 Shift: EST hours, with at least 4 hours of overlap with our CET-based team
📅 Experience: 2+ years in B2B SaaS Customer Success or Account Management
💼 Type: Full-time

About iClosed

We're looking for a Customer Success Specialist who genuinely enjoys working with people, understands sales and knows how to build strong customer relationships.

iClosed is a profit maximizer for high-ticket sales teams, helping them capture more leads, book more calls, and close more deals. We work with customers like Hyros.com, Iman Gadzhi, Whop, Instantly.ai, and thousands of users.

As we grow, we're expanding our Customer Success team to make sure our customers don't just use iClosed, but actually get great results and grow their businesses with us.

What You'll Own

Onboarding & Success Calls

• Lead customer onboarding and success calls, helping teams get set up and see value in iClosed.

Retention

• Reach out to canceled and at-risk accounts, understand what is going wrong, and work toward a meaningful resolution.
• Follow up on failed and overdue payments before they become avoidable account interruptions.

Expansion

• Help customers navigate plan questions, expansion opportunities, and add-ons such as Multi-Booking.

Coordination & Account Notes

• Spot recurring blockers, coordinate with Support and Billing, and keep every customer follow-up moving.
• Keep accurate account notes so the next person always knows what happened and what comes next.

Who We're Looking For

Required

• At least two years of experience in SaaS Customer Success, Account Management, or a similarly customer-facing role.
• Confident on live calls, with clear, natural English - written and spoken.
• Comfortable having difficult conversations about churn, price, missed expectations, or overdue payments.
• Able to understand a new software workflow, ask useful questions, and explain the next step without drowning people in technical detail.
• Commercial awareness balanced with good judgment: you want to retain and grow accounts, not pressure customers.
• You follow through. When you say you will check something and get back to a customer, you own it.

Nice to Have

• Experience with high-ticket sales funnels, sales operations, booking systems, or sales teams.
• Familiarity with CRM tools and automations (HubSpot, Close, Pipedrive, Zapier, Make, Stripe, etc.).
• Experience running onboarding demos or building retention processes.
• French is a plus.

Success in This Role

• New customers are set up quickly and see real value in iClosed early.
• At-risk and canceled accounts get a fast, thoughtful response and a clear path forward.
• Failed and overdue payments are resolved before they turn into account interruptions.
• Customers are on the plan and add-ons that fit how they actually sell.
• Every account has clear, up-to-date notes, so nothing gets lost between teams.

What We Offer

• Work directly with a growing team and make a meaningful difference for our customers.
• Fully remote environment.
• Flexible schedule.
• Competitive compensation.
• Performance-based bonus structure.
• Long-term collaboration and growth opportunities.

Why is this one different?

You're not here to close tickets. You're the person customers trust to make iClosed work for their sales team, from the first onboarding call to the conversation that saves an account.

Nail it, and you'll become a key part of how iClosed keeps and grows its customers.

If you're excited to be part of a team that values ownership, follow-through, and real customer results, we'd love to hear from you! As part of your application, we'll ask for a short 2-3 minute Loom video.