Client Success Partner

WeHawaii is looking for a Client Success Partner to make customers capable, confident, and supported in using WeTrack and WeCampaign.

This is a technical customer-success and product-adoption role. You will help new clients get set up correctly, understand the product, solve routine problems, and continue using the tools successfully after the initial sale.

You will not own the sales pipeline or carry responsibility for bringing in new clients. Your work makes growth sustainable by ensuring clients see value after they sign.

Onboard clients into successful product use

• Receive a complete handoff from the Growth & Client Operations Lead.
• Configure and guide new-client setup using established onboarding checklists.
• Train users on the workflows they will actually use and help them find the information, reports, tools, and actions relevant to their work.
• Confirm clients reach productive first use, not just account creation.

Provide routine technical client success

• Be the first point of contact for routine product questions and basic technical guidance.
• Schedule support sessions, walkthroughs, and office hours when needed.
• Triage requests and escalate defects, access issues, or complex technical problems to the appropriate team member.
• Follow through until customers understand the status and next step, including when something breaks.

Drive adoption and reduce repeat friction

• Run structured 30-, 60-, and 90-day adoption check-ins.
• Identify users who need more training, clearer setup, or a simpler workflow.
• Maintain onboarding checklists, FAQs, help material, training references, and known-issue guidance.
• Capture recurring questions and escalate churn risk, low adoption, account-health concerns, and expansion signals to the Growth & Client Operations Lead.

Support WeTrack and WeCampaign product use

For WeTrack, this may include bill tracking, hearing alerts, reports, issue monitoring, client portfolios, and legislative workflows.

For WeCampaign, this may include product workflows, training campaign staff and volunteers, basic technical use, and appropriate escalation.

• Clients reach productive first use quickly after signing.
• Training is clear, complete, and tailored to each client’s real workflow.
• Support questions receive timely, accurate, and professional follow-through.
• Documentation and onboarding improve so clients do not repeatedly face the same friction.
• Product issues and adoption risks are captured early, and the Growth Lead has useful context before renewal, expansion, or risk conversations.

• A quota-carrying sales role or the owner of prospecting, cold outreach, pricing, contract negotiation, or proposals.
• Political consulting, campaign strategy, voter-targeting advice, or advice on how to win elections.
• Authority to promise features, custom development, pricing, or timelines.
• Engineering, product-roadmap, legal, finance, or company-wide operations ownership.

• Customer support, customer success, technical support, training, onboarding, implementation, or account-coordination experience.
• Comfort learning software quickly and explaining it patiently to people with different levels of technical experience.
• Strong organization, follow-through, documentation, and written communication.
• A calm, useful approach when a client is confused, stressed, or blocked.
• Familiarity with Hawaiʻi government, legislative work, campaigns, advocacy, or local organizations is valuable but not required.