Job Description
📋 Description Manage a dual-track book: proactive optimization and reactive retention with a 60%+ target. De-escalate concerns and translate data into compelling retention narratives. Balance scheduled retention calls with proactive optimization outreach; prioritize queues. Daily outreach of 20–25 dials/contacts across both tracks. Collaborate with CS Managers and cross-functional teams; influence product roadmap. Deliver world-class customer experience in partnership with Operations. 🎯 Requirements 2+ years in Customer Success, Account Management, or Retention in SaaS. Proven track record of hitting retention, save-rate, or health targets. Experience with high-volume call-based workflow; outbound and inbound. Ability to interpret usage data and communicate insights in real time. Experience with Salesforce, SalesLoft, TalkDesk, Gong, Loom, Metabase. Background in B2B2C, ideally in food/hospitality and technology. 🎁 Benefits Comprehensive health coverage. Work from anywhere (100% remote). Unlimited PTO. Extra perks and a collaborative culture.
