Customer Engagement Specialist
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Job Description
Customer Engagement Specialist driving client engagement and retention in SaaS. Execute outreach and retention strategies to improve client satisfaction and reduce churn.
Responsibilities:
- Execute client outreach campaigns targeting accounts flagged for decreased usage or churn risk.
- Conduct phone calls, emails, and other touchpoints to uncover reasons for disengagement and offer solutions tailored to their needs.
- Follow structured retention and re-engagement processes defined by the Customer Success Program Manager.
- Meet defined KPIs such as number of accounts reactivated, reduction in churn percentage, and revenue expansion metrics.
- Log all client feedback, pain points, and objections.
- Act as a supportive point of contact for at-risk or flatlined clients until they are stabilized.
Requirements:
- 1–2 years of experience in a sales role, preferably in SaaS.
- 1–2 years of experience in a customer success or account management role, preferably in SaaS.
- Strong communication and problem-solving skills.
- Comfortable handling outbound calls and engaging with clients proactively.
- Organized and data-driven, with the ability to follow and improve structured processes.
- Self-motivated with a focus on results and achieving measurable outcomes.
Benefits:
- Generous time off plan
- Continuous virtual coaching and support
- Comprehensive health benefits
- Subsidized gym membership
- Performance recognition
- Professional development program
- Growth opportunities
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