Customer Retention Specialist

• - Handle refunds and transfer requests on a day-to-day basis, retaining a high percentage of saved students and cash paid.
• - Engage with customers to resolve concerns, improve satisfaction, and encourage loyalty.
• - Handle chargeback cases (US,UK, APAC markets) promptly, providing necessary documentation and resolutions.
• - Actively work in the CRM to keep track of cases and maintain the Refunds Report and the Monthly KPI report to improve refund-related processes.
• - Attend weekly production meetings with Program Managers and Instructional Designers to address concerns and align on strategies.
• - Manage the Welcome Back Credits process for re-engaging former customers.
• - Manage payment recovery, including failed payments and second deposit collections, ensuring timely follow-ups and compliance with payment plans.
• - Handle and resolve student billing inquiries, providing clear, accurate, and efficient support.
• - Hold monthly cross-functional meetings to assess the general picture, identify patterns, and propose process improvements.
• - Assist with additional operational tasks as needed, ensuring smooth workflows and team efficiency.
• - Improve internal processes and offer solutions.

Customer Retention and Operations Specialist

Customer Success Manager

• Answer questions for Heidi's SMB customer base across countries and timezones, with no coverage gaps.
• Handle inbound questions over our shared email inbox, keeping responses fast, accurate and genuinely useful.
• Work with our support team and other teams across Heidi to chase down resolutions when a question needs more than one set of hands.
• Book and run one-to-one training sessions where you get ahead of problems instead of waiting for them, the kind of proactive touch that makes a customer feel looked after.
• Coach clinicians who are not yet getting the full value from Heidi, and answer questions when they hit a wall.
• Spot the moment a frustrated user becomes a confident one, and engineer more of those moments.
• Provide advice and support to colleagues around the world, sharing what you learn so the whole team gets sharper.
• Take on repeatable admin and internal requests from CS and go-to-market teams, freeing senior CSMs to focus on higher-value work.
• Stay open-minded as we develop the service motion together, bringing your ideas and testing different approaches with us so we keep what works.
• Aim, every day, to delight and surprise customers with service that is proactive, fast and high quality, and help us set a bar that customers do not expect.

Customer Success Associate

• Facilitate a seamless transition from prospect to client.
• Conduct consistent and strategic follow-up with prospective clients.
• Gather relevant information regarding potential legal matters.
• Conduct initial consultations and discovery conversations with leads.
• Serve as the primary point of contact for prospective clients (PNCs).
• Clearly communicate the value of the firm’s legal services.
• Guide prospective clients through the consultation and retention process.
• Maintain accurate records within CRM and firm systems.
• Maintain organized lead pipelines and communication schedules.
• Manage the complete sales cycle from initial inquiry through retention.

Client Engagement Specialist

• Lead and manage end-to-end portfolio campaigns for SSDR Agency and Whistle OS.
• Act as the primary relationship manager focused on client retention, ensuring contractual compliance, alignment of scope, and a target of 85% quarterly portfolio MRR retention.
• Spot upsell and cross-sell opportunities, manage expansion initiatives, and maintain a clear pipeline with conversion tracking.
• Anchor regular syncs with clients and internal SDR teams to keep goals aligned, managing expectations seamlessly.
• Produce and share high-quality documentation, including meeting notes, action items, and clear communication briefs.
• Gather and analyze feedback trends to capture satisfaction signals and proactively mitigate retention risks.
• Continuously track campaign outcomes, building strategic optimization proposals aligned with the client's core business goals.
• Build and deliver comprehensive campaign health reports, interactive dashboards, and quarterly KPI scorecards.
• Act as the senior point of contact for complex issues, maintaining clear issue logs and swift resolution timelines.
• Partner closely with internal SDRs and stakeholders to ensure high-quality, seamless service delivery.

Customer Success Manager – Agency Campaigns

Onboarding Specialist

• Deliver customer onboarding and training programs for enterprise clients.
• Lead workshops and cohorts that help teams master workflows.
• Translate technical concepts into clear, practical guidance for marketing users.
• Build and refine enablement playbooks to ensure long-term adoption.
• Support clients with CRM workflows, campaign automation, and reporting (HubSpot or similar).

Customer Onboarding and Training Specialist – Marketing Tech

• Monitor incoming SMS inquiries and existing client communications, responding promptly with empathy and clarity.
• Proactively check in on clients to ensure they’re satisfied, aware of next steps, and achieving their wellness goals.
• Use open-ended questions to understand concerns, goals, and past treatments, providing personalized guidance or resources.
• Manage phone consultations via Calendly (or similar tools) for clients who prefer deeper, real-time discussions.
• Accurately record client interactions and progress notes in our CRM and scheduling platforms.
• Support ongoing client engagement by offering additional resources, nudging them to schedule appointments, and addressing any barriers to success.
• Collaborate with the team to refine onboarding, support, and retention processes based on client feedback and outcomes.

Customer Success Coordinator

• Identify inefficiencies in the support workflow & recommend improvements
• Assists in developing automation solutions
• Works with the Customer Success team to streamline client responses and improve service levels
• Improve internal workflows to increase efficiency
• Work closely with internal teams to ensure smooth handovers from new customers to onboarding
• Supports internal teams by improving workflows, handling client queries, customer escalations and ensuring smooth internal operations within Customer Success
• Partner with CS, product and other teams to improve overall customer experience
• Align with internal teams (marketing, CS, etc.) on customer communication plans and training content
• Creates training materials, delivering workshops and maintaining an up-to-date knowledge base
• Assist in training support
• Helps identify opportunities for training and development
• Ensures internal team members are equipped with the necessary skills, knowledge and best practices to enhance the customer interactions
• Generate reports and dashboards to provide visibility on customer health for internal teams
• Create customer dashboards and reports
• Analyse customer engagement, product usage, and account activities to assess customer health
• Provide customers with clear, accurate, timely, data-driven and actionable reports on the customer’s telecoms environment, helping them optimize costs, usage and overall efficiency
• Identify early signs of potential churn or dissatisfaction and flag accounts for intervention
• Analyse usage data to identify opportunities for increased adoption of product features

Customer Success Analyst

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Customer Success Specialist

• Act as the primary relationship owner for client accounts, maintaining clear, respectful, and timely communication at all stages of the engagement
• Build long-term client relationships by understanding strategic objectives, translating needs into service actions, and customizing support accordingly
• Proactively identify and resolve issues, manage expectations, and provide clarity and structure to both internal stakeholders and clients
• Utilize HubSpot CRM (or similar platforms) for task management, automation tracking, and client interaction documentation
• Create client-facing support materials including onboarding guides, walkthrough videos, SOPs, and email newsletters
• Lead the onboarding process with clarity, structure, and supporting visuals to ensure clients are successful early in the lifecycle
• Monitor client satisfaction and feedback, flag risk areas, and propose solutions to enhance the overall experience
• Collaborate cross-functionally with production, operations, and strategy teams to ensure deliverables align with client goals and timelines
• Call out both internal team members and clients as needed with respectful, firm communication that keeps accountability and outcomes on track
• Collect client testimonials, track successful case outcomes, and develop referral and advocacy pipelines

Client Success Manager

• Own the relationship from kickoff to renewal
• Ensure each series launches on schedule and meets audience-growth targets
• Proactive communication and project orchestration
• Review download trends and listener feedback
• Align expectations and rally internal teams when obstacles arise

• Lead onboarding with structured kickoff calls and milestone planning
• Manage episode timelines, guest coordination, and content delivery
• Use tools like Zapier or Make to automate workflows and reduce friction
• Provide regular updates to clients and align internal teams around timelines
• Track performance metrics and turn insights into strategic recommendations
• Troubleshoot production or scheduling challenges with clarity and speed
• Contribute to client retention and renewals by delivering an excellent experience

• Own and manage a portfolio of high-value client accounts
• Conduct structured client touchpoints with prepared agendas
• Identify and close expansion opportunities within existing accounts
• Monitor client consumption relative to plan scope
• Step into active Client Specialist conversations when larger commercial opportunities arise
• Hold delivery teams accountable on quality and timeliness
• Lead monthly client review meetings
• Manage difficult client conversations regarding scope, pricing adjustments, and expectation resets
• Coordinate with delivery, support, and development teams on larger engagements
• Maintain ownership of the client relationship throughout

Client Success Advisor

Implementation Specialist

• Provide first-line and remote technical support to clients and field-based engineers.
• Log, update, allocate, monitor and close incidents within the call management system in accordance with SLA requirements.
• Perform remote diagnostics and troubleshooting of hardware and software issues using approved tools and methodologies.
• Ensure accurate capturing of incident details, resolution, and service activities within the call management system.
• Monitor call queues and proactively escalate incidents to ensure SLA compliance.
• Liaise with field-based engineers, vendors and internal stakeholders to coordinate service delivery and incident resolution.
• Maintain and update configuration management information.
• Track and follow up on outstanding incidents to ensure timely resolution and client communication.
• Ensure compliance with operational procedures, quality standards and service delivery requirements.
• Support operational reporting and continuous improvement initiatives relating to service delivery and incident management.

Junior Customer Engineer – FS

• Provision of routine hardware service, or ‘remote’ diagnostic activities, under close supervision, ensuring achievement of contract service levels with the contracted clients.
• Continuously use appropriate operating systems, hardware, tools and/or paper documentation to maintain the configuration management system, including the configuration management database (CMDB)
• Successfully perform the full range of defined tasks associated with operating and controlling of installed hardware and software on a continual basis
• Ensure effective and efficient execution of all tasks and procedures to agreed levels of service or specific requirements
• Agreed plans or instructions to install or remove items of hardware and/or software (typically those requiring greatest expertise in installation) are followed. In addition, tracking and checking the necessary items to ensure that these are as described in the instructions or plans.
• Continually install or remove hardware and/or software by using supplied installation instructions and tools and following agreed standards
• Support fellow technicians telephonically using remote tools and customer software packages i.e. remedy. Diligently drive SLA

• Manage and support a portfolio of customers through their onboarding and lifecycle journey
• Handle customer concerns, feedback, and escalations with empathy and efficiency
• Communicate effectively with internal teams and external stakeholders across time zones
• Maintain accurate records of customer interactions, health scores, and success plans
• Use relevant tools such as customer success platforms, CRM systems, and helpdesk software
• Support the wider team with renewal forecasting, reporting, and customer advocacy initiatives
• Identify opportunities to expand accounts and improve overall customer outcomes

• Handle refunds and transfer requests on a day-to-day basis, retaining a high percentage of saved students and cash paid.
• Engage with customers to resolve concerns, improve satisfaction, and encourage loyalty.
• Handle chargeback cases (US,UK, APAC markets) promptly, providing necessary documentation and resolutions.
• Actively work in the CRM to keep track of cases and maintain the Refunds Report and the Monthly KPI report to improve refund-related processes.
• Attend weekly production meetings with Program Managers and Instructional Designers to address concerns and align on strategies.
• Manage the Welcome Back Credits process for re-engaging former customers.
• Manage payment recovery, including failed payments and second deposit collections, ensuring timely follow-ups and compliance with payment plans.
• Handle and resolve student billing inquiries, providing clear, accurate, and efficient support.
• Hold monthly cross-functional meetings to assess the general picture, identify patterns, and propose process improvements.
• Assist with additional operational tasks as needed, ensuring smooth workflows and team efficiency.
• Improve internal processes and offer solutions.

Retention Specialist, Refunds and Billing

• Owning end-to-end customer onboarding, including product training, vendor enablement, store-level troubleshooting, and expectation setting
• Serving as the primary point of contact for all customer inquiries including product issues, setup questions, support, and billing coordination
• Ensuring timely internal response and resolution of customer issues by coordinating with cross-functional teams
• Monitoring and proactively managing customer health across all Empowerment components
• Driving product adoption by proactively communicating new features and updates to customers
• Following up on changes in customer health metrics, identifying root causes, and coordinating resolutions
• Monitoring infrastructure health including device uptime and sensor performance, and initiating proactive fixes
• Tracking product usage, engagement trends, and feature adoption using tools such as Pendo
• Engaging customers showing declining usage or engagement and implementing recovery actions

Customer Success Manager, French Speaking

• You need to be a systems-thinker who enjoys refining and implementing 'best practice' sales processes.
• On a day to day, you will work with different sizes of sales teams of Huble's customers, understanding their sales processes and more importantly optimizing what they are currently doing by leveraging the HubSpot platform, as well as other sales enablement tools.
• You need to be an expert in 'Sales Operations'.
• The HubSpot Sales Consultant role is a client facing role providing consultancy, training and implementation of Sales & New Business best practices and processes alongside the best practice setup and utilisation of the HubSpot Sales and CRM tools.
• Drive sales technology and sales process transformations success in client companies and at Huble.
• Providing ‘best-in-class’ consultancy and strategy on Sales Operations and HubSpot Sales & CRM deployment and optimisation for clients.
• Understand client growth objectives and optimize their sales processes using HubSpot Automation & Sales Enablement tools.
• Propose solutions for improving or configuring technology & strategy.
• Have a well rounded knowledge of sales enablement tools and the role they play in a salesperson’s life.
• Understand how sales tech integrations work and why it is important to integrate solutions.
• Be always aware of new sales tech that are emerging in the market.
• Part of your role will involve ensuring Sales Hub tools are leveraged to the maximum by Huble’s customers and their sales processes are facilitated by Sales Hub tools, so an excellent knowledge of the tool is a priority.
• The role will involve constantly building dashboards and reports for various stakeholders including sales management, sales teams or finance departments.
• Be a great communicator and not afraid to train large sales teams and sales C-Suite on the newly developed sales processes.

French-Speaking CRM Sales Enablement Consultant

Training and Onboarding Specialist – Marketing Tech

• Deliver eBL onboarding, training, and client support after contract signing;
• Guide users through full eBL workflows and ensure correct operational procedures;
• Provide functional and operational support to agri-trading firms, vessel carriers, banks, and agents;
• Maintain communication with clients across regions and gather feedback for improvements;
• Handle first-line eBL issues, perform triage, and escalate when needed;
• Create and maintain user guides, knowledge base content, and troubleshooting documentation;
• Maintain deep understanding of client solutions and meet KPI.

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