ENTERPRISE CUSTOMER SUCCESS SPECIALIST

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TYPE OF WORK

Full Time

SALARY

7-15

HOURS PER WEEK

39

DATE UPDATED

Aug 21, 2026

JOB OVERVIEW

ABOUT SMARTSCOUT

SmartScout is an Amazon market intelligence platform used by consumer brands, agencies, and ecommerce teams to understand the marketplace and grow their share of it. Our enterprise customers rely on our data every day, and they rely on our team to make that data easy to use.

THE ROLE

We are hiring an Enterprise Customer Success Specialist to support our enterprise accounts. You will sit within our Enterprise Account Management team and act as the first line of response for our largest customers.

This is a support and service role, not a sales role. Our Enterprise Account Managers own renewals, upsells, and the commercial relationship. You own responsiveness, clarity, and the day to day customer experience. Your job is to remove friction quickly, so customers never feel stuck.

This position is fully remote, with core working hours beginning at 8:00 or 9:00 AM Mountain Time.

WHAT YOU WILL DO

Respond to enterprise customer questions across shared Slack channels and email, with speed and accuracy as the standard.

Monitor open threads and make sure nothing sits unanswered.

Coordinate and schedule meetings between customers and Enterprise Account Managers.

Attend customer calls as a support presence, take notes, and follow up on action items. You will not be expected to lead these calls.

Troubleshoot product questions and walk customers through features, workflows, and data interpretation.

Escalate technical issues to the right internal team and track them through to resolution.

Build deep working knowledge of the SmartScout platform, including how our data is sourced, modeled, and best applied.

Identify recurring friction points and flag them internally so we can address the root cause.

WHAT WE ARE LOOKING FOR

Exceptional written and spoken English. You will be communicating directly with enterprise stakeholders in writing every day, and your writing needs to be clear, warm, and precise.

Strong reasoning ability. You can read an ambiguous question, work out what the customer actually needs, and answer the real question.

High emotional intelligence. You can read tone, stay composed when a customer is frustrated, and leave people feeling taken care of.

Comfort with data and software. You enjoy learning technical products and explaining them simply.

Excellent organization and follow through. Nothing falls through the cracks.

Availability to begin the workday at 8:00 or 9:00 AM Mountain Time.

BONUS POINTS

Experience working on Amazon, whether as an Amazon or marketplace specialist at a brand, at an agency, or as a seller.

Any ecommerce, SaaS support, or customer success background.

Familiarity with tools such as Slack, HubSpot, or Notion.

WHY THIS ROLE MATTERS

Enterprise customers judge a platform by how it feels when something goes wrong. You are the person who makes that moment go well. Done right, this role is one of the biggest drivers of retention in the business.

DETAILS

Location: Fully remote
Hours: Core hours beginning 8:00 or 9:00 AM Mountain Time
Team: Enterprise Account Management
Type: Full time

SKILL REQUIREMENT
Amazon English Network Troubleshooting
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