Client Success Specialist

Company Description

Turnout is a modern consumer advocacy platform helping everyday Americans "beat the system." We make complex government and financial processes—like Social Security disability, veterans benefits, tax debt relief, and Medicare advocacy—simple, approachable, and fair.

Our friendly AI agent, Jake, works alongside expert advocates to guide clients through intimidating systems with clarity and confidence.
Turnout has raised $21m so far
and is backed by top VCs.

We're growing fast and building a lovable brand people trust.

We are hiring Client Success Specialists to support our mission-driven team in a high-impact, client-facing role focused on retention, re-engagement, and ensuring clients successfully move through the onboarding journey.

Who You Are

• Empathetic Problem Solver: You meet clients where they are, uncover blockers, and help them get back on track.
• Persistent & Positive: You follow up with consistency and care, even when clients have gone silent.
• Clear Communicator: You explain next steps with simplicity, patience, and confidence.
• Detail-Obsessed: You keep immaculate notes and ensure no client slips through the cracks.
• Adaptable & Resourceful: You troubleshoot issues quickly and work cross-functionally to find solutions.
• Mission-Driven: You believe in helping people navigate complex systems with support and dignity.

What You'll Do

• Re-engage clients who have gone dark or stalled after sign-up (calls, texts, and emails).

• Identify why clients fell out of the process and remove barriers to help them re-enter the flow.

• Rebuild confidence by re-explaining value, clarifying expectations, and guiding next steps.

• Manage the "Dormant / Stalled / Re-Activation" pipeline daily with urgency.

• Ensure clients who return to the funnel are correctly routed and handed off to Advocates or Admin.

• Maintain accurate records, notes, and status changes in Salesforce.

• Communicate trends, blockers, and improvement ideas to leadership and operations teams.

• Partner with Sales, SDRs, Sales Admin, and Advocates to fix handoff issues and improve retention.

• Reinforce Turnout's friendly, trustworthy, and supportive brand voice in every interaction.

What We're Looking For

• Customer success, retention, outreach, or inside sales experience (high-volume preferred).

• Comfortable calling clients daily and having direct, empathetic conversations.

• Strong problem-solving ability with patience and emotional intelligence.

• Excellent written and verbal communication skills.

• Organized, reliable, and able to manage a high-touch workflow.

• Coachable and collaborative, excited to learn and contribute to a fast-moving startup.

• CRM experience (Salesforce is a plus).

• Bonus: Experience in legal, healthcare, financial services, or another regulated sector.

Success in This Role Looks Like

• High re-activation rate of stalled clients.

• Faster time-to-follow-up and time-to-re-engagement.

• Lower drop-off and fewer clients lost to incomplete onboarding.

• Clean, seamless handoffs back to Advocate and CS teams.

• Consistently positive client interactions that reinforce trust and clarity.