What This Role Is About:
The Customer Success Specialist is a critical operational partner to the Customer Success Manager, responsible for ensuring seamless communication, accurate system administration, and timely execution of customer lifecycle activities. This role focuses on high-level coordination, documentation, and follow-through across onboarding, account management, expansion, churn, reporting, and partner support.
The Customer Success Specialist serves as a key operational support to the Customer Success Department, ensuring clear communication, accurate system management, and timely execution across all stages of the customer lifecycle. This role is responsible for coordinating and documenting onboarding, account activities, expansions, churn, reporting, and ongoing customer support.
Your Main Responsibilities:
Communication
- Manage incoming inquiries, resolve basic requests, escalate issues when needed, and delegate tickets to the appropriate queues or Customer Success Managers.
- Ensure timely responses and proper documentation of partner interactions.
Onboarding Support & Administration
- Support the onboarding process by creating intake forms, presentation materials, and onboarding decks.
- Ensure onboarding decks are created as soon as the onboarding is confirmed or prior, allowing the Customer Success Manager to review points of contact, schedules, and start dates for accuracy.
- Prepare onboarding recap emails before or during onboarding and send all recap and post-onboarding communications immediately at onboarding completion.
- Capture and document newly uncovered account details during onboarding (e.g., market seasonality, points of contact, tech stack, company trends) in our CRM accurately and promptly.
- Onboarding Support and Support-Led Interviews
Customer Questions & Issue Resolution
- Work closely with the Customer Success Manager to address partner questions, concerns, and escalations.
- Coordinate with internal teams as needed to ensure issues are resolved efficiently and closed with clear communication to the partner.
Compensation & Rate Management
- Acknowledge and submit bonus requests from customers and Townhalls as they are received, ensuring immediate and accurate processing.
- Support the submission and tracking of salary increases and recurring customer rate increases in alignment with approved guidelines.
- Maintain oversight of annual customer rate increases, typically ranging from 4%5% per year, ensuring proper documentation, notification, and coordination with the Customer Success Manager.
- Prepare, maintain, and deliver end-of-cycle bonus reports to Accounting within one business day following the close of each billing period.
Equipment Requests & Asset Management
- Coordinate with the Customer Success Manager on new equipment requests and replacements.
- Track and document all equipment shipments, replacements, and requests in our internal tool with complete and accurate records.
HubSpot Administration & Data Integrity
- Partner with the Customer Success Manager to maintain complete, accurate, and up-to-date customer records in HubSpot.
Expansion & Churn Administration
- Collaborate closely with the Customer Success Manager to manage expansion and churn activities.
- Log expansion or replacement deals in HubSpot within client confirmation.
- Validate deal details, including amount, contract terms, and role details and schedule.
- Coordinate with internal teams to extend contracts or addendums when applicable.
- Review the onboarding pipeline daily and update records as needed.
- Maintain and update churn reports and New MRR tracking (new business and expansion).
- Ensure all financial data is accurate and reported to Accounting and Finance in a timely manner.
Pipeline Monitoring
- Track new and existing deals in the pipeline.
- Partner with Customer Success Managers to ensure timely follow-through on each opportunity and accurate pipeline updates.
Reporting & Leadership Visibility
- Collaborate with Customer Success Managers to prepare and deliver semi-monthly or monthly reports, including: Rate increases
- Bonus submissions
- Quarterly onboardings
- Client expansions and churn
- Active partner count
- Team member headcount Associated MRR and ARR
- Maintain daily churn reports in our CRM to ensure consistent leadership visibility.
What We're Looking For:
- Strong organizational skills with exceptional attention to detail
- Ability to manage multiple workflows and deadlines simultaneously
- Experience with HubSpot, Notion, and Intercom (or similar tools)
- Clear written and verbal communication skills
- High level of accountability, ownership, and follow-through
- Comfortable working cross-functionally with Customer Success, Accounting, and HR Operations teams
- Flexible with work schedule and able to adapt to changing priorities, time-sensitive requests, and business needs.
- Strong sense of ownership and accountability in managing responsibilities independently.
- Ability to remain organized and focused while handling multiple tasks in a fast-paced environment.
Technical Requirements:
- Internet speed minimum 30mbps: Needs to be Wired (Buy a dongle if no LAN port)
- i5 11th Gen or higher
- Windows 11 / MacOS Catalina or higher
- Minimum of 8 GB RAM
- Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
- Back-ups in case of power or internet provider interruptions
- Good headset and webcam (preferably noise-canceling headset)
About Us
We're Extenteam, a dynamic company revolutionizing the short term vacation rental industry. Our proven business model has generated consistent revenue, and we are now expanding from a professional services model to a scalable tech-based subscription-first model.
As a scaling stage startup, we aim to grow our Monthly Recurring Revenue (MRR) to double our revenue by January 2026 by providing an AI assisted SaaS platform that works for all short term rental businesses regardless of their size.
Extenteam is on a mission to streamline and support vacation rental businesses by providing top-notch solutions, including guest communication and property management support.
We generate revenue through two primary streams:
Dedicated Team Members: Providing trained overseas talent with a recurring premium model, replacing one-time recruitment fees.
Tailwind - SaaS Platform: A guest communication Software blended with our shared services team, supporting smaller operators typically with less than 50 units - helping Extenteam increase profitability while growing our product market fit and expanding TAM and service levels.
Extenteam is a small but mighty team of 50 consisting of Sales, Partner Success, Marketing, HR & Recruiting, Engineering, Product and Admin (IT, Data etc). We are spread out across the world but we have hubs in Miami, LA, Medellin, and actively expanding into Europe. Our 50 people core team is supported by 400+ DTMs (dedicated team members) that are servicing our customers.
Our Values:
Commitment to Excellence: Continuously raising the bar and setting new standards in guest communications and service delivery.
Exceptional Collaboration: Thriving in a fast-paced, high-performance environment built on clear communication and teamwork.
Unified Purpose: Aligning behind a shared mission to drive success with an intense focus. One shared consciousness.
Data-Driven Decision-Making: Prioritizing data and results over emotions when making objective, professional decisions.
Emphasis on Details: Details matter at every level. Leaders are expected to have a deep understanding of the specifics and adopt a hands-on management style.
Our Leadership Philosophy
Our company embraces a management style inspired by the ideals of founder mode, as championed by Airbnb's Brian Chesky. This means a hands-on, visionary approach to leadership, with a relentless focus on innovation, product excellence, and customer-centric decision-making. We encourage proactive problem-solving, direct involvement in key initiatives, and a collaborative, high-performance culture.
To learn more about the founder mode philosophy and how it shapes our operations, you can explore this link. Understanding this mindset will provide valuable context for how we operate and what we value in our team members.
