CX: Customer Success Specialist

Job description

About PushPress PushPress builds software for boutique fitness businesses. Trusted by 5,000+ gyms and more than 500,000 members, PushPress processes over $500M annually and is backed by Altos Ventures and Mucker Capital. Our mission is to level the playing field for fitness entrepreneurs by giving them tools that help them operate, grow, and serve their communities. We are a global team that values clear thinking, low ego, and real solutions. We care about doing the work that actually helps gym owners run better businesses. ### Summary The Customer Success Specialist is a hybrid support and customer success role dedicated to Grow, PushPress's CRM and marketing automation add-on built on GoHighLevel (GHL). Like our Technical Support Specialists, you're methodical with systems and precise under escalation. Like our Onboarding Specialists, you teach, coach, and carry a client through a real lifecycle rather than a single ticket. You bring both together for one product: helping clients set up and adopt Grow through our paid White Glove onboarding service, stepping in when a Grow account is at risk of churning, and owning technical Grow escalations in the general support queue. This role requires genuine CRM fluency — you should be comfortable inside GHL's workflow builder, automations, and integrations the way a technical support engineer is comfortable inside a codebase. ### Purpose To increase Grow adoption and retention by giving clients one technically credible point of contact across setup, escalation, and churn risk — reducing the handoffs between onboarding, support, and retention that a CRM-technical product like Grow doesn't tolerate well. ### Core Responsibilities - **White Glove Onboarding (Add-On Service)** - Serve as the onboarding contact for clients who purchase White Glove, PushPress's paid, done-for-you Grow setup service - Host live Initial and Follow-up onboarding calls focused on hands-on CRM setup: workflow builds, automations, website/CRM forms, and A2P/SMS configuration - Track client progress toward setup milestones, proactively follow up on stalls, and ensure delivery lands within the service's committed window - Customize the build to each client's goals and business model rather than applying a generic template - Document scope, findings, and delivery notes so the engagement is auditable end to end **Grow Churn & Retention** - Take churn-save calls for Grow clients citing cost, complexity, or disengagement, and walk them through a tier or configuration change that keeps the account rather than losing it entirely - Own the technical side of any downgrade or reconfiguration: plan changes, automation audits (so nothing keeps firing after access changes), and confirming the client's remaining setup still works - Tag and track save outcomes so retention reporting reflects what actually happened on the call, not just the billing change **Technical Grow Support & Escalations** - Own escalated Grow tickets in the support queue that require real CRM depth: broken automations, integration failures, plan-entitlement mismatches, and A2P/SMS issues frontline support can't resolve - Validate and reproduce technical issues before escalating further, submitting clean, complete tickets rather than passing along ambiguity - Act as the internal subject matter expert on Grow/GHL behavior for the rest of the support and onboarding teams - Maintain internal documentation on common Grow issues, fixes, and edge cases - Surface recurring product gaps or friction patterns to CX Ops and Product ### What You'll Need # **Level Expectations** This is a mid-level IC role requiring working CRM/GHL fluency on day one. You are expected to: - Operate independently across all three responsibility areas without needing a specialist handoff for each - Recognize whether a client's issue is a technical bug, a setup gap, or a churn signal, and respond accordingly rather than treating every ticket the same way - Be the go-to resource for complex Grow/GHL questions across the support and onboarding teams - Surface patterns across escalations and churn calls back to CX Ops and Product - Contribute to White Glove checklists, churn playbooks, and Grow help documentation as gaps are found # **Skills & Competencies** - Genuine CRM/marketing automation fluency: workflow builders, automations, integrations, A2P/SMS compliance - Strong communicator, able to teach a client through a live setup call as easily as you write a clean technical escalation - Calm and clear in high-stakes churn conversations, can hold a difficult tradeoff without losing the relationship - Detail-oriented and process-driven, follows through on checklists and audits without being chased - Comfortable translating between non-technical customers and more technical internal teams - Curious and resourceful under ambiguity, comfortable in a fast-paced, evolving product # **Education & Experience** - 2-3+ years in a technical support, implementation, or customer success role in SaaS - Direct experience with GoHighLevel or a comparable CRM/marketing automation platform required - Prior churn-save, retention, or high-stakes client conversation experience a plus - Fitness industry or PushPress product experience a plus # **Tools & Systems** - - Grow (GoHighLevel), Intercom, HubSpot, Linear, Calendly - Slack, Zoom, Google Workspace, Notion ### Key Metrics - White Glove Delivery: % of engagements completed within the committed service window; onboarding CSAT (95%+) - Save Rate: % of churn-save calls that result in a retained account - Escalation Accuracy: % of technical escalations resolved or routed with complete, reproducible detail - Resolution Speed: Time to resolution for Grow technical escalations - CSAT (Technical/Grow tickets): Maintain 95%+ - Support Interactions During Onboarding: Lower is better, a proxy for setup clarity ### Our Values Embodied - **We are Mission Obsessed** — Champions the client relationship even in a downgrade or save conversation; we win when our customers win. - **We are a High Performance Team** — Carries a client from setup through escalation through churn risk without handing off the relationship; solves the root cause. - **We Challenge Ourselves** — Grows into a go-to Grow/GHL expert; faces the gap and keeps raising the bar. - **We Challenge the Status Quo** — Diagnoses whether an issue is technical, educational, or a churn signal — and moves between all three in the same day; surfaces patterns to Product with evidence.