Customer Success Specialist

Customer Success Specialist OktoRocket Franklin, TN Job Details Full-time $55,000 - $75,000 a year 4 days ago Benefits Health savings account Health insurance Dental insurance 401(k) Flexible spending account Paid time off 401(k) 4% Match Employee assistance program Vision insurance 401(k) matching Life insurance Qualifications Project team coordination CRM software Customer follow-ups Managing customer accounts Customer communication Teamwork Client onboarding Managing clients in a customer support role Attention to detail Organizational skills Customer support Account management Process management Full Job Description Position Overview OktoRocket is building the operating system for independent auto repair shops. Our platform combines CRM, communications, and real-time shop analytics into one integrated product — giving shop owners and their teams the tools to run smarter businesses and build lasting customer relationships. We're a tight-knit, fast-moving team headquartered in Franklin, Tennessee. We value collaboration, integrity, and innovation, and we care deeply about the real-world impact our software has on independent shop owners. The Customer Success Specialist is the primary point of contact for new customers from signed agreement through successful activation. This role owns the onboarding experience end to end, ensuring every customer is set up correctly, transitions smoothly into the OktoRocket platform, and receives the attentive follow-through needed to reach early confidence with the product. This is a relationship-first role that requires strong organizational skills, attention to detail, and a genuine commitment to customer outcomes. Key Responsibilities Onboarding Coordination & Process Management Own the customer onboarding process from kickoff to go-live, serving as the primary point of contact and project coordinator throughout. Guide customers through each step of the onboarding checklist, proactively identifying gaps or delays and resolving them before they impact timeline. Coordinate across internal teams (sales, support, product) to ensure all dependencies are aligned and customer commitments are met. Maintain accurate onboarding records, status updates, and documentation for every active onboarding account. White Glove Configuration Transfer Own the setup or transfer of customer CRM configurations into OktoRocket during onboarding, whether the customer is migrating from an existing system or building from scratch, holding accuracy and completeness as the standard throughout. Work directly with customers to gather what they need, keep the configuration process organized and on track, and ensure nothing is missed or left incomplete before the account moves forward. Validate that all configurations are correct and functioning before go-live, flagging anything that requires internal support and ensuring the customer is fully ready before the account transitions out of onboarding. Post-Onboarding Follow-Up & Light Account Management Conduct structured follow-up calls after onboarding completion and system installation to verify customer health, product adoption, and satisfaction. Serve as a reliable point of contact during the early post-go-live period, addressing questions and helping customers build confidence in the platform. Identify and flag at-risk accounts early, escalating to the Customer Success Team Manager with context and recommended next steps. Support a structured hand-off to the ongoing Customer Success function, ensuring no customer feels dropped after go-live. Cross-Functional Collaboration & Feedback Loop Communicate customer-reported friction points, product gaps, and configuration challenges to the appropriate internal teams. Contribute to the continuous improvement of onboarding processes, documentation, and playbooks based on real customer experience. Collaborate with the Trainer function to ensure customers who need formal product training are connected to the right resource at the right time. Qualifications & Skills Required 2+ years of experience in customer success, account management, client onboarding, or a related customer-facing role. Demonstrated ability to manage multiple customer accounts and concurrent onboarding projects simultaneously without losing attention to detail. Strong organizational and project coordination skills with a proactive, follow-through orientation. Excellent written and verbal communication skills; comfortable owning customer conversations independently. Experience working with CRM systems or customer success platforms to track account status and activity. Preferred Familiarity with the automotive repair industry. A demonstrated track record of detail-oriented, process-driven work where accuracy matters — the platform can be taught; the discipline to transfer settings carefully and catch your own mistakes cannot. Comfort working in a fast-moving, early-stage company environment where processes are still being built. Why OktoRocket Join a team built on a simple belief: the people who repair, maintain, and keep our world running deserve to see their business clearly and operate it with confidence. That belief drives everything we build. Own meaningful work from day one. Our core value is Customers First, Team Always — which means this role matters, your instincts will be trusted, and the wins are shared. Work in a culture where Find a Way is not a slogan but an expectation, and where Make Each Other Better means your growth is part of the job — not an afterthought. Grow with a company that is Never Too Big to Care — about its customers, its team, or the details that make the difference between good and exceptional. OktoRocket is proud to be an Equal Opportunity Employer and welcomes everyone to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Pay:

$55,000.00 - $75,000.00 per year

Benefits:

401(k) 401(k) 4% Match 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance Application Question(s): Why are you interested in working with our team? Ability to

Commute:

Franklin, TN 37067 (Required)

Work Location:

In person