Customer Success Manager 2

Job Description

We are seeking a Customer Success Manager focused on customer retention, re-engagement, and lifecycle value growth.

This role centers on proactive outreach to existing customers—reviving inactive users, strengthening relationships, and converting disengaged customers into active, long-term subscribers.

The ideal candidate blends empathy with commercial awareness, balancing supportive conversations with measurable retention outcomes.

Key Responsibilities

Customer Outreach & Reactivation

• Proactively contact customers with inactive usage, expired subscriptions, or product-related barriers
• Conduct supportive, solution-oriented conversations that drive renewals and re-engagement
• Identify friction points and escalate relevant product or experience insights internally

Retention Strategy Execution

• Track outreach activity, engagement results, and conversion performance
• Maintain accurate CRM documentation and structured follow-up processes
• Collaborate with marketing and product teams to improve lifecycle retention strategies

Customer Experience Advocacy

• Serve as a trusted voice of the customer internally
• Surface trends, objections, and recurring challenges impacting satisfaction
• Contribute ideas to strengthen long-term customer value, loyalty, and community engagement

Requirements

• 3+ years of experience in customer success, retention, or outbound engagement roles
• Strong phone presence with empathy and confident objection handling
• Data-aware mindset with disciplined follow-through
• Customer-first approach focused on helping rather than hard selling
• Comfortable operating in fast-moving, growth-stage environments