Customer Success Specialist

2 weeks ago

Ahmedabad, India Ikigai Infotech LLP - Saleshandy Full time

At Saleshandy, we help businesses scale outbound sales with automation, personalisation, and precision. We’re a fast-growing, bootstrapped SaaS company trusted by 4,000+ customers globally. Onboarding is our first shot at delight — and we don’t take that lightly.


We’re looking for an Onboarding Specialist who can turn new users into power users — fast.


This isn’t a hand-holding role. It’s about educating, enabling, and empowering customers to get real value from Day 1.


If you’ve owned onboarding journeys, improved time-to-value, or helped drive early adoption — let’s talk.


What You’ll Own

1. Churn Reduction (Voluntary + Delinquent)  – Own retention KPIs. Save accounts on the edge, reduce failed payments, and recover at-risk MRR.
2. Risk Detection & Flagging  – Monitor product usage, login frequency, billing behavior, and engagement patterns to detect red signals early.
3. Success Plans for At-Risk Accounts  – Build 1:1 success plans with clear milestones for accounts struggling with adoption or value realization.
4. Proactive Outreach  – Personally engage users showing low activity, cancellation intent, or failed onboarding.
5. Save Campaigns  – Craft recovery strategies, personalized win-back emails, and alternative solutions to retain high-potential users.
6. Retention Strategy  – Collaborate with onboarding, product, and support to build scalable, repeatable playbooks for churn prevention.
7. Feedback Loops  – Document exit reasons, surface friction points, and help product + growth teams prioritize based on risk data.


✅ You’re a Great Fit If...

  • You’ve worked in a SaaS CS or support role where churn reduction was your responsibility — not just your metric.
  • You know how to spot subtle signs of drop-off and act fast.
  • You’re empathetic, data-driven, and relentless in turning things around.
  • You’ve written save emails, retention campaigns, or manually revived failing accounts.
  • You’re comfortable with HubSpot, Stripe, Intercom, or retention tools like Churnkey, Basecamp, Chartmogul, Intercom, .
  • Bonus: You’ve seen success with users who didn’t “get” the product at first but became long-term champions.

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