Senior, Client Success

Proactively Reach Out and Retain At‑Risk Clients (Retention)

• Serve as the primary point of contact for assigned clients, ensuring a positive and seamless experience.
• Proactively engage clients to assess satisfaction and identify potential issues before they escalate.
• Analyze client feedback, usage data, and behavior to detect churn risks and take appropriate action.
• Collaborate with internal teams (support, sales, product, marketing, etc.) to resolve client concerns and ensure alignment on client needs.
• Advocate for client needs internally to help drive product or service enhancements.
• Track and report on client retention metrics and trends.
• Use various CRMs (Salesforce, etc.), internal tools, and programs to help aid our clients and their accounts.
• Resolve may involve investigation into a client’s support history or needs analysis based on the client’s business needs.
• Proactively enga...