CX: Customer Success Specialist

The Role

We're looking for a Customer Success Specialist to own the full client lifecycle for Grow, PushPress's CRM and marketing automation add-on built on GoHighLevel (GHL).

Like our Technical Support Specialists, you're methodical with systems and precise under escalation. Like our Onboarding Specialists, you teach, coach, and carry a client through a real lifecycle rather than a single ticket. You bring both together for one product: helping clients set up and adopt Grow through our paid White Glove onboarding service, stepping in when a Grow account is at risk of churning, and owning technical Grow escalations in the support queue.

This role requires genuine CRM fluency. You should be comfortable inside GHL's workflow builder, automations, and integrations the way a technical support engineer is comfortable inside a codebase.

What You'll Own

White Glove Onboarding

• Serve as the onboarding contact for clients who purchase White Glove, PushPress's paid, done-for-you Grow setup service
• Host live Initial and Follow-up onboarding calls focused on hands-on CRM setup: workflow builds, automations, website/CRM forms, and A2P/SMS configuration
• Track client progress toward setup milestones, follow up on stalls, and ensure delivery lands within the committed window
• Customize the build to each client's goals and business model rather than applying a generic template
• Document scope, findings, and delivery notes so the engagement is auditable end to end

Grow Retention

• Take retention calls with Grow clients at risk of canceling and walk them through a tier or configuration change that keeps the account
• Own the technical side of any downgrade or reconfiguration: plan changes and automation audits
• Track save outcomes for accurate retention reporting

Technical Grow Support

• Own escalated Grow tickets in the support queue that require real CRM depth: broken automations, integration failures, and A2P/SMS issues
• Validate and reproduce technical issues before escalating further
• Act as the internal subject matter expert on Grow/GHL behavior for the support and onboarding teams
• Maintain documentation on common Grow issues, fixes, and edge cases
• Surface recurring product gaps and friction patterns to CX and Product with evidence

What We're Looking For

• 2-3+ years in a technical support, implementation, or customer success role in SaaS
• Direct experience with GoHighLevel or a comparable CRM/marketing automation platform required
• Genuine CRM fluency: comfortable inside workflow builders, automations, integrations, and A2P/SMS compliance
• Strong communicator -- able to teach a client through a live setup call as easily as writing a clean technical escalation
• Calm and clear in high-stakes retention conversations; can hold a difficult tradeoff without losing the relationship
• Detail-oriented and process-driven; follows through on checklists and audits without being chased
• Comfortable translating between non-technical customers and more technical internal teams
• Comfortable utilizing AI to automate workflows and create leverage in your day-to-day

Nice to Have

• Prior retention or high-stakes client conversation experience
• Fitness industry or PushPress product experience
• Experience with A2P/SMS compliance and carrier registration

Benefits & Perks

• Equity Incentive Plan
• Flexible Paid Time Off (and Public Holidays)
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (Company Sponsored 401k with Match)
• Life Insurance
• Family Leave (Maternity, Paternity)
• Work From Home Stipend
• Wellness Stipend