Customer Success Specialist

23 hours 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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