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Customer Success Specialist at ThinkReservations. . Location: Remote - US. Position. Customer Success Specialist. . FLSA. . Classification. : Hourly, Non-Exempt. . Reports. . to. : Director of Customer Success. . Schedule. : Monday - Friday during regular business hours in your time zone. . States Eligible for Hire. : AK, AR, CO, DE, FL, ME, MA, MI, MN, NY, OH, OK, PA, SC, TX, UT, VA, WA. .  . . Who We Are:. . ThinkReservations is one of the leading hospitality technology platforms in the United States. With more than 2,000 businesses using our property management system, channel manager, booking engine, website design and digital marketing services, we are focused on bringing innovative tools and functionality that will allow our customers to pursue growth and deliver exceptional guest experiences. At ThinkReservations, we work together every day to be the top of mind choice in our industry as the all-in-one solution for our customers.. . Job Overview:. . As the Customer Success Specialist, you will serve as a critical support function within the Customer Success team. You will work closely with Customer Success, Billing and Support Teams as well as customer accounts to ensure clients are receiving maximum value within their subscriptions. This role will focus on post-onboarding, data validation, audits, account maintenance, and internal escalation support.. . Job Responsibilities:. . . Support Customer Success Managers by handling back-end tasks such as account configuration updates, system audits, billing changes, and escalations, etc.. . Act as a liaison between the Customer Success and Technical Support/Product teams to ensure timely resolution of escalated issues.. . Monitor customer health through dashboards and proactively flagging risks or opportunities for optimization.. . Monitor Customer Success escalations from other teams, identifying and addressing those that are routine and escalating others through appropriate channels.. . Help with any report preparation, user guides, or other SOPs that may assist customers.. . Ensure CRM records and customer data are accurate and up to date.. . Proactively identify signs of customer disengagement or dissatisfaction (e.g., declined usage, repeated support tickets), and alert Success Managers for early intervention.. . Gather and log customer feedback into appropriate systems to help influence product development and inform Customer Success strategies.. . Monitor customer usage of new or underutilized features. Flag opportunities for increased adoption and help Success Managers craft tailored recommendations.. . Assist with clerical and administrative duties within the CSM team.. . Act as the On-Call representative for after-hours customer support approximately 4 weeks per year. . . . Preferred Qualifications:. . . 1–3 years of experience in a Customer Success, Technical Support, or SaaS support role, ideally in the hospitality tech or PMS industry.. . Familiarity with hotel/lodging operations and/or property management systems is strongly preferred.. . Strong analytical and organizational skills; detail-oriented with the ability to manage multiple tasks.. . Excellent written and verbal communication skills.. . . What ThinkReservations Can Offer You:. . . Remote first working environment. . $24.00 - $27.00 per hour, dependent on experience. . Company Medical Insurance - We cover 100% of the employee only premium on the base plan!. . Dental, Vision, Short Term Disability, and Life Insurance available at a group rate. . 15 days PTO which increases throughout your tenure!. . Paid Sick Time that is accrued per bi-weekly pay period . . 8 Paid Company Holidays. . Bereavement, Voting and Parental Leave. . Access to 401K Company Plan. . Equipment stipend to help you set up your home office!. . A company provided computer with any associated technical equipment such as keyboard, mouse, external monitor, etc..