Customer Retention Specialist

• Develop a brand retention strategy and lead the execution across retention initiatives
• Own retention performance by focusing on customer lifecycle, repeat purchase behavior, and long-term customer value
• Manage engaging email and SMS campaigns tailored to target audiences
• Analyze user behavior and identify missing growth opportunities
• Establish and manage email and SMS automations; run A/B tests to enhance customer engagement
• Segment contact lists to deliver personalized content based on user behaviors and interactions
• Conduct a thorough analysis of retention channels' performance to shape future retention marketing strategies
• Continuously optimize email, SMS content, and settings for improved deliverability, open rates, and click-through rates with a high focus on revenue
• Demonstrate your knowledge of conversion-oriented best practices

Retention Specialist

Customer Success Manager

• Drive Reg→Purchase conversion through triggered post-quiz, paywall-abandonment, and onboarding sequences across email, SMS, and web push.
• Own first-purchase activation across the first 7 days.
• Differentiate renewal sequences by plan tier (1 / 3 / 6 month).
• Build pre-cancel intervention flows — pause offer, plan-switch, value reminder — using captured cancel reason.
• Move the dial on month-1 rebill rate, the single most leveraged metric in our subscription economics.
• Build the reactivation engine for the cancelled cohort — across email and SMS, personalized by cancel reason and tenure.
• Recover revenue from a base that is currently dormant due to deliverability issues.
• Own the CRM-driven path to add-on products (Resume Review, Resume Builder): timing, segmentation, copy, channel.
• Lead the migration off our current ESP onto our chosen omnichannel platform (Maestra is the current candidate; Customer.io is the alternative).
• Recover and maintain email domain reputation.
• Stand up SMS as a first-class channel — including US compliance (TCPA, A2P 10DLC).
• Stand up web push and orchestrate cross-channel flows (email → SMS → push cascades).
• Implement incremental measurement with holdouts on every flow. We don't want activity reports — we want incremental revenue, attributable and defensible.

CRM, CVM, Lifecycle, Retention Marketing Lead

• Lead a team of Customer Success agents, focusing on skill development, performance management, and coaching
• Directly manage complex customer issues and escalations, ensuring timely resolution and clear communication
• Utilize tools like Salesforce, Intercom, and Jira to track team performance and identify trends, risks, and areas for improvement
• Identify gaps in existing processes and implement changes to enhance efficiency
• Act as a liaison between the Customer Success team and other departments
• Provide regular feedback and mentoring to agents
• Plan shift schedules and manage ticket queues
• Provide insights from the CS team to the Product team

Customer Success Team Lead

• Team Management: Lead a team of Customer Success agents, focusing on skill development, performance management, and coaching.
• Escalation Handling: Directly manage complex customer issues and escalations, ensuring timely resolution and clear communication with clients.
• Reporting & Analysis: Utilize tools like Salesforce, Intercom, and Jira to track team performance and to identify trends, risks, and areas for improvement.
• Process Improvement: Identify gaps in existing processes and implement changes to enhance efficiency, reduce response times, and improve overall customer satisfaction.
• Cross-Team Communication: Act as a liaison between the Customer Success team and other departments, such as Product, Account Management & Sales.
• Agent Development: Provide regular feedback and mentoring to agents, helping them build confidence and develop their skills in customer success.
• Workload & Schedule Management: Plan shift schedules and manage ticket queues to ensure an even workload distribution among team members.
• Collaboration on Product Feedback: Provide insights from the CS team to the Product team, ensuring customer pain points are addressed in product updates or fixes.

• Review and improve Customer Success processes, tools, and workflows.
• Identify manual, repetitive, or inconsistent work that could be simplified or automated.
• Help build, maintain, and improve AI-supported CS workflows, outreach, alerts, internal agents, and other existing AI tools.
• Use data to spot customer risks, opportunities, portfolio gaps, and team inefficiencies.
• Support CX AI initiatives across customer experience teams through consulting, opportunity identification, and hands-on troubleshooting.
• Educate Customer Success and broader CX teams on practical AI use cases and how to use AI efficiently in everyday work.
• Keep CSM documentation, processes, and operational assets clear and up to date.
• Help the team understand where AI can create real value, how to use it responsibly, and how to avoid unnecessary noise or complexity.

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Retention Specialist

CRM, CVM, Lifecycle, Retention Marketing Lead

Customer Success Team Lead

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