Customer Success Specialist – Togetherwork

Job Description

• Backbook Customer Management:Develop and implement strategies to engage and upsell integrated processing services to existing customers not currently using this offering.
• Churn Prevention:Identify and proactively manage aged customers (6+ months) at risk of churn, particularly those using credit card processing services. Develop and execute retention strategies.
• Account Analysis:Regularly review account health metrics, usage patterns, and customer feedback to identify opportunities for improved engagement and risk of churn.
• Upselling and Cross-selling:Identify opportunities to expand product usage and increase revenue within the backbook customer base.
• Customer Education:Design and deliver targeted training sessions and resources to promote full utilization of our services, especially integrated processing.
• Relationship Building:Establish and maintain strong relationships with key stakeholders in assigned accounts to ensure customer satisfaction and loyalty.
• Reporting and Insights:Prepare regular reports on backbook customer health, churn risk, and success of retention initiatives. Provide actionable insights to the team lead.

Requirements 

• 3+ years of experience in customer success, account management, or related field
• Proven track record in customer retention and upselling strategies
• Strong analytical skills with the ability to translate data into actionable strategies
• Excellent communication and presentation skills
• Experience with CRM platforms and data analysis tools
• Bachelor’s degree in Business or related field