Customer Success Specialist (Remote EST Hours)

About the Role:The Customer Success Specialist is responsible for supporting MPCH customers throughout the client lifecycle, with a focus on onboarding, account support, renewals, billing questions, collections, data integrity, process management, and documentation. This role serves as a key liaison between customers and internal teams to ensure a smooth customer experience, accurate account information, and timely resolution of issues.This role is fully remote, but is based on an 8am - 5pm EST schedule.Key Responsibilities:Lead and manage customer onboarding from kickoff through successful transition to ongoing service.Respond to customer billing questions, review account activity, and coordinate resolution of discrepancies or concerns.Support collections efforts by following up on outstanding balances and communicating professionally with customers regarding payment status.Maintain accurate customer records and protect data integrity, including account updates, profile changes, and documentation of customer interactions.Manage customer-facing processes to ensure consistency, efficiency, and a positive client experience.Create, maintain, and improve internal and external documentation, including onboarding steps, process guides, and customer support resources.Collaborate with internal teams to resolve issues, remove roadblocks, and ensure customers receive timely and accurate support.Track onboarding milestones, follow up on open items, and ensure all required information is completed accurately and on time.Support customer renewals by tracking contract timelines, coordinating renewal-related tasks, and helping ensure a smooth renewal process.Partner with the sales team by providing customer history, account details, and follow-up support needed for renewals and related commercial conversations.Identify recurring issues or process gaps and recommend improvements to strengthen the customer experience.Act as a trusted point of contact for customers, balancing responsiveness, professionalism, and attention to detail.Who You Are:5+ years of experience in customer success, client services, account support, onboarding, operations, or a related role.Strong written and verbal communication skills.High attention to detail and a strong commitment to data accuracy.Ability to manage multiple priorities and follow through on deadlines.Comfort handling billing-related conversations with professionalism and tact.Strong organizational and documentation skills.Proficiency with CRM, ticketing, billing, or workflow systems.Must Haves:Customer-focused and service-oriented.Organized and process-driven.Detail-oriented and dependable.Proactive problem solver.Clear and professional communicator.Able to work independently and collaboratively.Nice to Have:Experience in customer onboarding or client lifecycle management.Experience with renewals, collections support, or account reconciliation.Familiarity with process documentation and operational improvement.Experience working cross-functionally with sales, finance, operations, or support teams.BenefitsSalary range: $65-85k, based upon experience and locationEquity optionsComprehensive benefits packageFully remote team