Customer Success Specialist

Schedule: 40 hours/week, Monday–Friday

Reports to: Business Unit Manager

About the role

We’re looking for a Customer Success Specialist to build strong, long-term relationships with Cleenora’s clients and help turn great service into long-term loyalty.

This person will become the main relationship owner for our clients . While Sales and Dispatch manage specific parts of the booking and service, the Customer Success Specialist gets to know the client, understands their preferences, follows their experience over time, and makes sure they feel valued and taken care of.

The goal is simple: keep clients happy, keep them coming back, and turn more one-time clients into recurring clients.

What you'll do

Client Success & Relationship Building

- Build a personal relationship with a portfolio of Cleenora clients.
- Regularly call clients to check in, gather feedback, and make sure they are happy with their service.
- Become the person who knows the client's history, preferences, expectations, and relationship with Cleenora.
- Keep client notes and preferences updated so the entire team has the information they need.
- Track important client milestones and create opportunities to recognize and appreciate loyal clients.
- Coordinate thank-you gestures, gifts, and other client appreciation initiatives.

Client Experience Check

- Quickly review the next day's appointments to make sure everything looks in order.
- Confirm the right cleaner is assigned and that known cleaner preferences are being respected.
- Make sure important client requests, expectations, and property information are documented.




- Flag anything that looks incorrect or incomplete to Dispatch and make sure it is addressed.
- This role does not replace Dispatch or assign cleaners; it provides an additional client-experience check.

Retention & Customer Success

- Monitor clients for signs that they may be unhappy or at risk of leaving.
- Follow up with clients after their first cleaning and after important service interactions.
- Help recover clients who are unhappy or considering cancelling.
- Keep track of recurring clients and their relationship with Cleenora.
- Identify opportunities to increase frequency, add services, or introduce relevant add-ons.
- Help turn one-time clients into recurring clients through personal follow-up and relationship building.
- Maintain a list of clients who need follow-up and make sure no relationship falls through the cracks.

Reviews & Referrals

- Ask happy clients for Google and other online reviews at the right moment.
- Encourage satisfied clients to recommend Cleenora to friends, family, and others.
- Help increase positive reviews, referrals, and client engagement through genuine conversations.

What this role is NOT This is not a dispatcher or dispatch supervisor position .

You will not be responsible for:

- Assigning cleaners
- Managing the dispatch team




- Managing cleaner performance
- Handling every operational question from clients
- Managing the daily schedule
- Quoting new clients

Instead, you will notice problems, communicate with the appropriate team, follow up, and make sure the client's experience is taken care of.

What we're looking for

- Excellent spoken and written English.
- Warm, confident, and natural on the phone.
- Comfortable having genuine conversations with clients — this is a phone-heavy relationship role , not just a texting position.
- Highly organized and excellent at following up.
- Strong attention to detail.
- Naturally proactive and attentive to what clients need.
- Comfortable using CRM, booking systems, and spreadsheets.
- Able to communicate across Sales, Dispatch, and Operations without needing to manage those teams.
- Previous experience in Customer Success, Account Management, Client Relations, Hospitality, or Customer Service is a plus.
- Spanish is a plus.

Success in this role looks like

- Clients know who their Customer Success Specialist is and feel comfortable reaching out to them.
- Client preferences and important history are consistently documented.
- Problems are identified before they become bigger client issues.
- Happy clients are regularly recognized and encouraged to leave reviews and referrals.
- More one-time clients become recurring clients.
- Fewer recurring clients leave.
- Clients stay with Cleenora longer and increase their value over time.
- The client experience feels personal, consistent, and organized — even as Cleenora grows.

📌 Customer Success Specialist (México)
🏢 A Hiring Group
📍 México