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3 days ago
The Retention and Upsell Specialist will play a critical role in driving customer growth and retention at D·engage. This individual will be responsible for monitoring customer health, identifying opportunities for upselling or cross-selling, and developing targeted strategies to prevent churn.
About the PositionThis role requires a deep understanding of our digital marketing platform and the ability to analyze customer data to identify trends and opportunities for growth.
Responsibilities- Customer Health Monitoring: Proactively monitor the health of customer accounts, using data and feedback to identify areas for improvement or risks to retention.
- Upselling and Cross-Selling: Identify opportunities for upselling or cross-selling additional features or services to customers.
- Strategic Planning: Develop and execute targeted strategies to prevent churn and drive customer growth.
- Performance Metrics: Track customer satisfaction, product usage, and overall health metrics to inform strategic decision-making.
Requirements
- Minimum 3 years of experience in a customer-facing role, preferably in a SaaS environment.
- Strong understanding of SaaS business models and customer success principles.
- Excellent communication and interpersonal skills, with the ability to engage effectively with customers and internal teams.
- Ability to analyze customer data, identify trends, and proactively offer solutions.
- Familiarity with customer success tools (e.g., Gainsight, Zendesk, Salesforce).
- Problem-solving mindset with the ability to navigate complex customer issues.
- Strong organizational and multitasking skills with a focus on details.
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