Customer Success Specialist

Customer Success Specialist The Customer Success Specialist plays a key role in ensuring a seamless experience for clients from onboarding through renewal. This individual will manage the end-to-end operational processes for assigned accounts, drive adoption of our products and services, and proactively identify opportunities to enhance client satisfaction and growth. Acting as a bridge between customers and internal teams, this role supports renewal, upsell, and retention efforts while maintaining a strong focus on metrics, analytics, and performance outcomes. Key Responsibilities Manage full-service onboarding and training for every assigned account, ensuring all subscribed products and services are initiated at the start of each contract. Assist in the setup and maintenance of ApartmentRatings and reputation management profiles, ensuring accurate access, reporting, and feedback loops. Support dashboard profile setup, ensuring proper configuration and data flow for reporting and insights. Troubleshoot and communicate any technical issues raised by customers, coordinating with internal teams as needed. Maintain an in-depth understanding of all applicable client-level metrics and analytics, identifying opportunities for improvement and making actionable recommendations. Conduct scheduled and impromptu touchpoint calls with key stakeholders throughout the contracted period, with cadence based on client size and complexity. Provide ongoing training, guidance, and world class support to all assigned clients. Serve as a resource to the Sales team for renewal and new business opportunities. Identify and highlight upsell opportunities through proactive customer interactions. Partner with the Product team to share customer insights, suggest new product ideas, and recommend enhancements based on feedback. Assist in maintaining and improving content across client listings to drive engagement. Track and manage all collections activities for assigned accounts. Ensure consistent documentation and follow-up on all client interactions within CRM systems. Qualifications Bachelor's degree or equivalent experience in Business, Marketing, Communications, or a related field. 2+ years of experience in account management, customer success, or operations (preferably in SaaS, property management, or multifamily housing). Strong analytical skills with experience interpreting client metrics and performance data. Excellent verbal and written communication skills. Proven ability to manage multiple priorities and deliver high-quality customer experiences. Collaborative mindset with a focus on continuous improvement and cross-departmental alignment. Prior multi-family experience preferred. Internet Brands, headquartered in El Segundo, Calif, is a fully integrated online media and software services company focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's properties and platforms include the WebMD, Medscape, and Henry Schein ONE networks, which are the global leaders in their markets; Nolo, Avvo, and Martindale, which form the largest consumer information provider in the legal market; and CarsDirect, Fodor's Travel, and many others which are leaders in their key vertical markets. Internet Brands is a portfolio company of KKR and Warburg Pincus. Internet Brands is an equal opportunity employer, and we welcome applicants from all backgrounds. We comply with all applicable laws and regulations, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO).

Created: 2026-03-10