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.

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.

Customer Engagement Specialist

Key skills