Customer Success & Onboarding Specialist

About Us
At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.

About Our Client
Our client is a fast-growing, women-owned online marketing agency serving healthcare practices across the U.S. The company helps practices generate more calls, more website visits, more new patients, and more predictable growth.

The team is fully remote, fast-paced, and results-driven, with a culture built on high standards, clear communication, ownership, and teamwork.

About the Role
We are looking for a Customer Success & Onboarding Specialist to own the day-to-day client experience for healthcare practice clients. This is a customer-facing role focused on leading client onboarding, serving as the primary point of contact, coordinating fulfillment work with the internal team, and making sure deliverables stay on track.

The ideal candidate is highly organized, proactive, and comfortable leading Zoom calls and communicating professionally with busy healthcare practitioners and doctors. They should be able to follow established SOPs, manage multiple accounts and deadlines at once, and handle client concerns and difficult conversations independently.

This is not a sales role. It is built around relationship management, coordination, and execution. The person will work in a small team with a lot of role overlap, collaborating closely with Operations, Fulfillment, and occasionally Sales, and reporting to the Operations Manager.

The schedule is Monday–Friday, 8:00 AM – 5:00 PM Mountain Time. Clients are located in the Pacific, Mountain, Central, and Eastern time zones, so the expectation is a same-business-day response during each client’s business hours.

Responsibilities

• Lead all client onboarding calls on Zoom, following the approved onboarding agenda and process.
• Gather the information needed for implementation, review onboarding forms and client materials, and make sure all onboarding tasks are properly initiated.
• Serve as the primary day-to-day client contact, managing communication mainly through Telegram and responding the same business day (ideally within one hour) during client business hours.
• Deliver Day One communications, pull baseline ranking reports, and update Monday.com with key timelines, including 30-, 60-, and 90-day reports.
• Coordinate daily client-related activities with the Fulfillment Team, communicating priorities and timelines and monitoring progress on deliverables.
• Coordinate press releases, including topic approvals with clients, review of AI-generated drafts, proofing, and distribution of approved content.
• Coordinate photography for clients, including sourcing photographers, scheduling appointments, ensuring agreements are signed, and reviewing delivered images.
• Manage production schedules for client reports, review them for accuracy and quality, deliver them to clients, and answer questions about them.
• Monitor incoming client reviews and, together with the Fulfillment Team, ensure HIPAA-compliant responses are provided.
• Conduct proactive check-ins between major milestones, manage client expectations, and identify potential concerns before they become problems.
• Escalate service guarantee concerns, recurring complaints, capacity issues, significant fulfillment failures, and contract-related questions to the Operations Manager.
• Maintain organized notes, project tracking, and internal documentation so the team stays aligned.

What We’re Looking For

• Excellent spoken and written English, with the ability to communicate clearly and concisely.
• 3+ years of experience in client success, account management, or other client-facing roles (the right person matters more than years of experience, and candidates from other industries with strong client-facing experience are welcome).
• Comfort leading Zoom calls, being on camera, and interacting professionally with busy, conservative healthcare practitioners and doctors.
• Proactive follow-up, strong ownership, and the ability to handle client concerns and difficult conversations independently.
• Ability to coordinate with the internal team after onboarding, making sure everything is started, set up properly, and completed.
• Highly organized and detail-oriented, with the ability to manage multiple accounts and deadlines at once.
• Comfort following SOPs and working within established systems.
• Experience with Monday.com (project management), Google Workspace, and a CRM.
• Availability to respond to clients on Telegram the same business day (ideally within one hour) during client business hours.
• Comfort working in a small team with a lot of role overlap, collaborating with Operations, Fulfillment, and occasionally Sales.

Nice to Have:

• Experience at a marketing agency.
• Healthcare or local service business experience.
• Experience with GoHighLevel (CRM) and Canva.

Perks – What’s in It for You?

• Compensation: $2,000 – $2,500 USD per month.
• Fully remote opportunity.
• Schedule: Monday–Friday, 8:00 AM – 5:00 PM Mountain Time.
• Unlimited PTO with approval (2 weeks’ advance notice, no more than 2 consecutive weeks off at a time, and coverage arranged so tasks are complete or their status is clear).
• Major US holidays and company-wide days off (to be confirmed for the LATAM contract).
• Opportunity to grow within a fast-growing agency and build deep experience in client success and account management.