Customer Success Agent (SaaS)

We are seeking a proactive and customer-focused Customer Success Agent to join our team. In this role, you will handle complex customer inquiries, drive engagement, manage payment follow-ups, and assist with retention efforts.

You will take ownership of improving customer satisfaction and help reduce churn by ensuring customers derive maximum value from our service.

Key Responsibilities:

✔ Customer Engagement: Proactively engage with customers to ensure they are successful with our service, offering guidance and best practices.

✔ Dunning Management: Handle payment follow-ups.

✔ Retention Efforts: Manage at-risk customers, understand their concerns, and implement strategies to retain them.

✔ Feedback Loop: Document recurring issues and collaborate with Product, Sales, and Support teams to improve the customer experience.

✔ Upsell: Recognize and convert upsell opportunities.

Requirements

✅ Minimum 1 year of experience in Customer Support, Customer Success, or a similar client-facing role.

✅ Fluent in English (at least a C1 level)

✅ Strong problem-solving skills with the ability to troubleshoot and resolve complex customer issues.

✅ Experience with dunning (payment collections), retention strategies, or subscription-based businesses is a plus.

✅ Excellent communication (written & verbal) and interpersonal skills.

✅ Ability to work independently while collaborating with cross-functional teams.

✅ Familiarity with CRM tools (e.g., Zoho, Planhat) and support ticketing systems.

✅ Patient, empathetic, and proactive in helping customers succeed.