TGAE Group is hiring a strategic Customer Support Representative professional to own and elevate the post-sale lifecycle for our high-value accounts. Moving beyond traditional support, you will act as a trusted advisor and digital growth partner, ensuring our clients achieve maximum ROI and unparalleled satisfaction with our ecosystem of services.
Requirements
4+ years of experience in B2B Client Success, Account Management, or Strategic Support, ideally within a SaaS or large agency
Deep understanding of digital marketing metrics, web development cycles, and enterprise business goals
Expertise in enterprise CRM platforms (Salesforce, HubSpot, or Gainsight) and ticketing systems
Exceptional emotional intelligence, capable of navigating complex stakeholder relationships and high-stakes escalations
Proven ability to drive account expansion, renewals, and identify cross-sell opportunities
Flawless executive communication skills, both written and verbal, tailored to C-level audiences
Highly analytical mindset with a passion for transforming client feedback into operational improvements
Responsibilities
Serve as the strategic advocate and primary point of contact for a portfolio of enterprise-level accounts
Lead comprehensive client onboarding, ensuring seamless adoption of custom dashboards and reporting cadences
Conduct regular strategic check-ins and executive business reviews to align agency deliverables with client revenue goals
Skillfully triage and de-escalate urgent client concerns, rallying internal technical and creative teams for rapid resolution
Monitor account health scores, proactively intervening to guarantee high retention and contract renewal rates
Identify logical upsell pathways (e.g., expanding from web design into retained SEO or programmatic ads)
Synthesize ongoing client feedback to help executive leadership refine agency service offerings and operational workflows
Benefits
Competitive annual base salary ($65,000 – $90,000) plus lucrative commission on account renewals and expansions
100% Remote (USA) with flexible scheduling
Comprehensive Medical, Dental, and Vision plans (100% covered for the employee)
401(k) matching program
Generous Unlimited PTO and dedicated mental health/wellness days
Stipends for home office setup, internet, and wellness/gym memberships
Structured leadership training and clear advancement tracks to Director of Client Success
A highly supportive, collaborative executive team that values your front-line insights