Client Experience Specialist (SaaS) – North America

About the role

The Customer Experience Specialist at Machinio supports the fast‑growing Machinio System SaaS product, helping dealers in machinery, marine and service industries get the most out of the platform.

Key responsibilities

• Own the support experience for dedicated accounts, handling inbox, phone, troubleshooting, escalations and website updates.
• Build strong client relationships through proactive check‑ins, training sessions and clear learning materials.
• Drive retention by identifying concerns, engagement gaps, churn risks and following up on late payments.
• Turn client feedback into actionable insights for marketing, product improvement and overall experience.
• Collaborate with the Team Lead in weekly sessions to improve processes and support methods.

Required profile

• Excellent client relationship and communication skills, able to lead meetings and explain solutions clearly.
• Detail‑oriented, proactive, with strong grammar and visual presentation abilities.
• Quick learner, curious about AI tools and how they can enhance work while preserving human judgment.
• Client‑focused, retention‑minded, collaborative and comfortable working in a fast‑paced remote environment.

Required skills

• Strong written and verbal communication.
• Ability to manage deadlines and deliverables consistently.
• Interest in AI tools such as Claude, ChatGPT, AI triggers, and agentic AI.

What we offer

• Remote work flexibility (preferably EST or CST time zones).
• Base salary of $55,000 per year, plus commission on upsells and projects.
• Comprehensive benefits: PTO, medical/dental/vision, FSA, HSA, life & disability insurance, 401(k) and voluntary benefits.
• Modern remote equipment and occasional in‑person team events and holiday parties.