[Hiring] Client Success Specialist @Pavago

Role Description

We’re looking for a proactive and personable Client Success Specialist to support professional clients, primarily attorneys, through a podcasting and content production service.

You’ll be responsible for making sure clients have a smooth experience from onboarding through ongoing podcast production. This includes:

• Guiding clients through processes
• Resolving issues
• Coordinating recordings
• Keeping clients on track
• Serving as their primary point of contact throughout the engagement

The ideal candidate is highly organized, confident communicating with clients, comfortable following up assertively, and able to manage multiple client needs while maintaining a professional and friendly experience.

Qualifications

• Proven experience in customer service, client success, account management or a similar client-facing role
• Experience working with professional clients, particularly attorneys or other high-value professional services clients, is preferred
• Excellent written and verbal English communication skills
• Confident, personable, and assertive communication style
• Strong organizational skills and attention to detail
• Ability to manage multiple clients, deadlines, and follow-ups simultaneously
• Comfortable working independently in a remote environment
• Ability to learn and follow established processes and workflows
• Reliable computer with at least 8GB RAM
• High-speed, reliable internet with a wired connection preferred
• Good-quality external webcam suitable for regular client video calls
• Professional, dedicated workspace with a clean and appropriate background
• Good-quality headset or microphone
• Willingness to use workflow monitoring software as part of the remote work environment
• Ability to complete additional assessments or tests when required

Requirements

• Onboard new clients and guide them through the required processes and workflows
• Serve as the primary point of contact for assigned clients
• Answer client questions and address concerns in a timely and professional manner
• Resolve issues related to payments, content selection, marketing copy, reports, and other client needs
• Ensure clients understand next steps and remain informed throughout the process
• Schedule podcast recordings with clients
• Manage and track production timelines
• Follow up with clients to ensure recordings and required materials are completed on schedule
• Keep client information and production status organized and up to date
• Coordinate with internal teams to keep projects moving smoothly
• Regularly check in with clients to ensure they are progressing through the podcasting pipeline
• Monitor client satisfaction and proactively identify potential issues
• Help clients stay engaged and on track with their podcast production
• Support additional client success needs that reasonably fall within the scope of the engagement

Typical Day

You may start the day reviewing client progress and identifying upcoming recordings, outstanding materials, or follow-ups. You’ll communicate with clients throughout the day, schedule podcast recordings, resolve questions or issues, and coordinate with internal teams to keep production timelines on track.

You’ll also regularly check in with clients, update their progress and make sure they understand what is needed from them at each stage of the process.

Interview Process

• AI Screening
• Client Interview
• Offer Stage