Customer Success Specialist
20 hours ago
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.
- High Ownership – Direct impact on company revenue.
- Career Growth – Leadership path as we scale to 10,000+ customers.
- Global Exposure – Work with businesses across the US, Europe & APAC.
- Supportive Culture – Fast-moving team with strong values and zero red tape.
- Perks That Matter – Annual L&D budget, health coverage, paid retreats, flexible remote setup.
Next Steps:
- Apply with your CV + 2-3 lines on how you've driven revenue in a CS role.
- Short intro call with our CS lead.
- Short take-home task to showcase your thinking.
- Final call to align goals, expectations, and culture fit.
- Offer & onboarding
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