Inside Partner Success Associate
Early-career role supporting partner success by handling inbound tickets, providing product training, and maintaining HubSpot records. Requires 1-2 years customer service experience and strong organizational skills.
Client Experience Specialist
Client retention specialist focused on saving at-risk accounts through proactive outreach, solution-finding, and cross-functional collaboration. Requires 2-3 years of client retention experience, preferably in SaaS, with strong communication and organizational skills.
60k – 65kPhoenix, AZAustin, TXCustomer SuccessHybrid2+ YOE
About the role
Responsibilities
- Retain clients who have requested to cancel by handling difficult conversations and finding solutions
- Build rapport and trust quickly, raise objections, and identify retention solutions
- Manage multiple projects and challenges on different timelines with detailed notes, software skills, metrics, and reporting
- Assess situations, gather relevant information, and swiftly find solutions
- Conduct proactive outreach through high-level verbal and written communication
- Ensure data quality and thoroughness of captured churn reasons for data-driven decisions
- Develop long-term strategies that drive retention and expansion work
- Work cross-functionally with every team throughout the organization
- Prioritize daily schedule and adapt to changing environments
Requirements
- 2-3 years in a client retention role, preferably at a SaaS company
- Experience driving towards KPIs around retaining and growing client accounts
- Consistent track record of winning and saving clients
- 1+ years working with software, ideally web-design, development, or marketing
- Strong active listening, verbal, and written communication skills
- Customer empathy and ability to remain calm in stressful situations
- Highly organized with ability to manage multiple priorities
- Adaptable and flexible in a changing environment
- Start-up hustle and teamwork mindset
Nice-to-Haves
- Familiarity with the residential real estate industry
- Hands-on experience working with real estate agents and/or real estate technology
Compensation & Benefits
- Bonus based on Account Save Rate, Saved ARR Rate, and Rate of Contraction ARR
- Team-based commission based on Churn ARR below Threshold
Skills
Client RetentionCustomer Relationship ManagementKPI TrackingSaaSData Quality ManagementCross-Functional CollaborationVerbal CommunicationWritten CommunicationActive ListeningProject Management
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