Orbit Frequency

Very Common.

Found in nearly every small business that offers recurring services, complex products, or high-touch client relationships. Especially vital in B2B services, SaaS, or high-ticket consumer businesses.

Mission Zones

B2B Services Firms (e.g., marketing, IT, consulting)

Healthcare & Wellness Providers

E-commerce with repeat customers

SaaS & Software Companies

Home Services & Subscription Models

Daily Flight Plan

  • Onboard new customers and guide them through setup

  • Answer product or service-related questions

  • Monitor customer satisfaction and usage

  • Proactively check in with key accounts

  • Troubleshoot issues and coordinate with internal teams

  • Advocate for customer needs and feedback internally

Core System Requirements

Clear, empathetic communication skills

Proficiency with CRM tools (e.g., HubSpot, Salsforce, Zendesk)

Strong problem-solving and multitasking ability

Basic technical/product knowledge (varies by business)

Organized and detail-oriented

Customer-first mindset with a bias toward action

Mission Briefing

Title: Customer Success Representative
Reports To: Head of Customer Experience or COO

We’re looking for a proactive, people-focused Customer Success Rep to ensure our customers get the most value out of what we offer. You’ll build relationships, solve problems, and make sure no customer drifts off course.

Duties

  • Welcome and onboard new clients

  • Serve as primary point of contact for assigned customers

  • Respond to questions, concerns, and requests

  • Monitor satisfaction and usage trends

  • Help reduce churn and support retention goals

  • Collaborate with sales, product, and support teams

Requirements

  • 1–3 years in customer-facing roles

  • Excellent written and verbal communication

  • Tech-savvy and quick to learn new tools

  • Calm under pressure with a service-oriented mindset

  • Experience with [industry or product] a plus

Launch Sequence