Tech Stack

Description

You will proactively identify and engage at-risk SMB customers to prevent churn through structured outreach, consultative discovery, re-onboarding, and adoption recovery. Your success is measured by adoption recovery, customer health improvement, and workflow execution.

Requirements

• 2+ years experience in Customer Success, Account Management, Implementation, or Onboarding
• Strong discovery, communication, and consultative problem-solving skills
• Comfort engaging customers via phone, video, and written communication
• Experience with structured workflows and CRMs (HubSpot preferred)
• Ability to analyze usage data and translate insights into action

Responsibilities

• Proactively identify and qualify at-risk customers using automated workflows and internal referrals
• Execute multi-touch outreach campaigns (HubSpot) and conduct discovery calls to uncover root causes of underutilization
• Deliver training and reimplementation sessions tailored to customer workflows
• Monitor post-consultation usage and intervene if adoption stalls
• Maintain accurate documentation in HubSpot and ensure clean case closures