What are the responsibilities and job description for the Customer Success Specialist position at Briefs Finance?
Job description:
We are hiring Customer Success Specialists to call every new member personally, win back the ones who have gone quiet, and keep them using what they paid for, in office in downtown Detroit, at $75,000 OTE. $60,000 base, plus a share of the revenue you keep, plus profit share after year one.
Do this job well for a year, and year two lands around $90,000 or more.
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Heads up before you apply.
This role takes two steps, applying here and sending us a short video. Why? Because most resumes look the same, and we are looking to hire the right person fast!
Tell us why you'd be good at this job, then talk us through what you'd say on a first call with a member who signed up a week ago and still hasn't logged in. Say it the way you'd actually say it on the phone.
Put it anywhere we can watch it, like Google Drive, Dropbox, or an unlisted YouTube link.
Email the link to hello@briefs.co with the subject line Customer Success Specialist - Video Submission.
Your phone camera is fine. So is your kitchen, one take, and whatever you're wearing right now.
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Briefs Finance built one of the top five financial podcasts and YouTube shows in the world, and is now working on some of the most exciting work in Detroit. We make investment research at the level the big firms use, plus the tools to act on it, built for regular people and priced so they can afford it. You are the person who keeps that relationship alive after somebody signs up.
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What you'll own
Do you like having good conversations? Do you have a sales background and want something less pushy? Do you want to make a real difference?
If so, keep reading. This is the job for you.
You welcome every new member personally, by email and by call on Google Meet, and start the relationship on day one. You call the members who have gone quiet, remind them what they are getting, and help them see the value again before they cancel or forget we exist. A good chunk of this is reselling people on a decision they already made, without it feeling like a pitch. The products work. We just need members actually using them. When the phones get busy, you jump in and help our Customer Support Representatives take calls.
You will know your numbers every week. New members welcomed. Re-engagement rate on the members you called. Members retained who were at risk. A logged summary for every call, same day. Support calls covered during overflow.
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Who you are
You have been trained in a sales framework. Sandler, C.L.O.S.E.R., ARP, NEAT, SPIN, SNAP, AIDA, whichever one taught you to solve a problem and lead somebody to a decision.
You have real sales instincts without being pushy. You can remind somebody of value they forgot about and get them re-engaged through a good conversation, not pressure.
You have carried a number in a customer-facing role. Two or more years in retention, inside sales, account management, membership sales, or hospitality where repeat business was the whole game. Less than that and confident anyway, apply and show us.
You like the phone. You are comfortable calling somebody who did not ask to hear from you and making it worth their time.
You care about personal finance and investing and understand how markets basically work. You will never give personalized investment advice here, but you cannot help somebody get value out of a research platform you do not understand.
You use AI every day. Claude, ChatGPT, whatever works. Not just rewriting emails, but compiling data, summarizing calls, building something that saves you an hour a week. And you know when not to trust it.
You are organized and you close loops. When you tell a member you will call back Tuesday, you call back Tuesday.
Nice to have, not required. HubSpot, Aircall, Stripe or a similar stack. Experience at a subscription business.
Salary : $90,000