Flagship

Customer Retention Specialist

• Act as the primary point of contact for a portfolio of customers post-onboarding
• Partner closely with customers to apply Flagship to real inventory and planning decisions
• Own day-to-day customer support requests, triaging and resolving issues with speed, clarity, and empathy
• Proactively educate customers on new features, product improvements, and best practices
• Gather structured customer feedback and work closely with Product, Engineering, and Data Science to influence roadmap decisions
• Design creative solutions and workarounds when customer needs extend beyond current product capabilities
• Lead renewal and expansion conversations—ensuring customers clearly understand and experience the value we deliver
• Monitor customer health and satisfaction, identifying risks early and taking action to mitigate them

Customer Retention Lead