Monitor Salesforce CTAs and account health indicators (e.g., revenue, transaction volume, product usage) to identify risks and take corrective action.
Engage with clients to resolve issues, address negative feedback (CSAT/NPS), and manage cancellation requests with a focus on retention.
Track product adoption for newly onboarded clients; provide guidance, training, and resources to remove barriers and increase usage.
Conduct client check-ins such as mini QBRs or Payment Health Checks to optimize fee settings, promote digital adoption, and ensure continued value.
Identify and source client success stories, case studies, and referrals to support advocacy initiatives.
Execute targeted outreach and special projects, including email campaigns, security updates, and engagement for clients without an assigned CSM.
Collaborate cross-functionally with Support, Product, Marketing, and Sales teams to resolve client needs and enhance overall experience.

2+ years in Customer Success, Account Management, or a related client-facing role.
Strong communication, problem-solving, and relationship-building abilities.
Familiarity with SaaS platforms, Salesforce, and data-driven decision-making.
Proactive, empathetic, and results-oriented with a passion for customer advocacy.

Customer Success Advocate

Key skills