Senior Retention Specialist

2 weeks ago

Lahore, Punjab, Pakistan Enzo Full time 1,200,000 - 3,600,000 per year

Tier 3 Customer Success Manager (CSM)

As a Tier 3 Customer Success Manager (CSM), you'll manage a high-volume portfolio of smaller accounts, focusing on driving product adoption, delivering measurable value, and strengthening client outcomes. Your mission is to ensure customers gain the most from Clientbook—improving engagement, increasing ROI, and laying the foundation for long-term retention and growth.

This role is ideal for a high-energy, empathetic, and action-oriented professional who thrives in a fast-paced environment and enjoys turning underutilized accounts into successful Clientbook champions.

Key Performance Indicators (KPIs)

  • Product adoption & feature utilization
  • Customer health scores & engagement rates
  • Contract renewals (Tier 3 accounts)
  • Net revenue retention (NRR)

Core Responsibilities

Customer Engagement & Success

  • Manage a portfolio of Tier 3 clients with a structured engagement rhythm.
  • Conduct proactive check-ins at least every 90 days via phone, email, or video.
  • Partner with customers to define success outcomes and track measurable progress.
  • Drive adoption of Clientbook's core features (texting, reminders, automations, opportunities).

Onboarding & Activation Support

  • Collaborate with onboarding specialists to ensure smooth and successful handoff.
  • Reinforce best practices, identify adoption challenges early, and course-correct at-risk accounts.
  • Support training and activation to increase early-stage engagement.

Value Realization & Advocacy

  • Monitor customer usage data to identify opportunities for deeper adoption.
  • Share success stories, ROI insights, and best practices to strengthen customer confidence.
  • Capture and communicate client feedback to help improve Clientbook's product and processes.

Growth & Retention

  • Drive renewals and contract extensions by reinforcing achieved value.
  • Identify upsell opportunities where additional features or services align with customer goals.
  • Build trust through consistent follow-through and effective problem-solving.

Core Competencies

  • Empathy & Communication:
    Guides customers through challenges with patience and clarity.
  • Analytical Thinking:
    Uses data to prioritize accounts, identify risks, and drive adoption strategies.
  • Execution-Oriented:
    Acts decisively and efficiently in managing a high-volume portfolio.
  • Collaboration:
    Works closely with CSMs, onboarding, support, and product teams.
  • Ownership Mentality:
    Takes accountability for customer outcomes and overall Tier 3 health.

Ideal Candidate Profile

  • Experience in Customer Success, Account Management, or Inside Sales within SaaS.
  • Proven ability to drive customer adoption and deliver measurable business outcomes.
  • Background in jewelry retail or luxury goods strongly preferred.
  • Strong communication, presentation, and relationship-building skills.
  • Comfortable using CRM systems (e.g., Salesforce, Zendesk) and making data-driven decisions.
  • Thrives in a fast-paced, high-volume account environment.

Success in This Role Looks Like

  • Increased feature adoption and engagement across Tier 3 accounts.
  • Documented client success stories and measurable ROI outcomes.
  • Improved contract renewal rates through demonstrated value delivery.
  • Scalable playbooks and processes created from Tier 3 customer insights.

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