Customer Success Specialist

Job Description

About the Role

We’re hiring two Customer Success Specialists to help our clients succeed with ALIS every day.

This role sits at the intersection of client relationships, product expertise, and operational problem-solving. You will be the person clients turn to when they need answers, guidance, or help navigating complex workflows. Your ability to respond quickly, think critically, and build trust directly impacts client satisfaction, retention, and long-term success.

The right fit for this role combines urgency , strong judgment, and a genuine desire to help clients get the most value possible from ALIS.

Schedule: Fully remote not available but flex or hybrid schedules are available based on performance milestones. Please note that new hires are expected to work on-site for the first 90 days of their employment. 

Salary: $57,500 to $68,000.

Sponsorship: We are not able to provide employment sponsorship, including OPT or STEM OPT.

What You'll Be Doing

• Serve as a trusted point of contact for clients using ALIS.

• Resolve client questions and issues with speed, accuracy, and professionalism.

• Build strong relationships with the communities you support and develop a deep understanding of how they operate.

• Help clients adopt best practices and use ALIS effectively within their day-to-day workflows.

• Diagnose and resolve complex client issues across multiple areas of the ALIS platform.

• Distinguish between bugs, user errors, configuration issues, data updates, and enhancement requests.

• Reproduce issues clearly and provide Product and Engineering with the information needed to act quickly.

• Configure and troubleshoot basic integrations as needed.

• Maintain accurate, detailed ticket documentation in real time.

• Ensure every ticket contains enough context that another team member can immediately understand the situation and next steps.

• Identify recurring issues and surface trends that may require broader attention.

• Contribute to internal documentation and knowledge sharing that improves team efficiency.

• Recognize high-priority situations and escalate appropriately.

• Participate in on-call rotations and respond reliably during assigned coverage windows.

• Manage projects within your area of expertise, including scoping work, communicating timelines, and delivering on commitments.

• Balance responsiveness with thoughtful decision-making in fast-moving situations.

• Leverage internal AI tools and resources within day to day processes while maintaining the human touch

Qualifications

You'll Thrive in This Role If You

• Have 2+ years of customer success, technical support, or client-facing SaaS experience.

• Enjoy helping customers solve problems and achieve better outcomes.

• Take ownership of issues and follow them through to resolution.

• Communicate clearly, both verbally and in writing.

• Can manage a high volume of work without sacrificing quality.

• Have strong judgment and know when to solve independently versus escalate.

• Learn complex software quickly and enjoy becoming a product expert.

• Understand healthcare or senior living workflows, or can quickly develop that knowledge.

• Bonus: Previous experience in the Senior Living industry, supporting financial or clinical platforms, and experience configuring or troubleshooting software integrations.

What Success Looks Like

• Clients trust you and view you as a knowledgeable, reliable partner.

• Questions are answered accurately and efficiently, even when they involve complex workflows.

• Issues are documented thoroughly and routed correctly the first time.

• Product and Engineering receive actionable information that helps them resolve problems quickly.

• Clients remain engaged, successful, and confident in their use of ALIS.

• High-priority issues are escalated appropriately and handled with urgency.

• You contribute to a client experience that strengthens retention, adoption, and long-term customer satisfaction.

• Client issues are advocated for and issue patterns are communicated with scalable solutions.

Additional Information

Why You’ll Love It Here

• Why You'll Love It Here

• 8 Company Holidays (office will be closed)

• 2 Floating Holidays

• 2 Wellness Days

• Minimum of 10 days of PTO

• Subsidized medical, dental, and vision insurance

• 401(k) Plan with up to 5% matching

• Pre-tax commuter benefits

• Flexible work arrangements available

• Casual dress

• Referral bonuses

• Employee Assistance Fund

• Paid parental leave

• Paid jury duty and bereavement leave

• Length of stay rewards

• Company bonus pool

• HSA and FSA

• Life insurance policy subsidized by the Company

ALIS values and promotes diversity. We are an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability. All candidates are subject to a background check.

AI Disclaimer : AI may be used to assist in evaluating applicants against job-related qualifications. AI outputs are advisory only and do not replace human review. Recruiters are responsible for independently evaluating candidates and making recommendations based on the full application and interview process.