We are a leader in the chargeback automation industry, providing hands-free solutions to help merchants reclaim their revenue. Our innovative AI-driven platform addresses payment disputes efficiently and accurately, allowing our clients to focus on their core business activities. We are a forward-thinking company that values innovation, responsibility, and fairness In this dynamic role, youll engage with customers strategically based on data insights, stepping in when churn risks or upsell opportunities arise. This approach allows you to focus on high-impact moments that drive retention and growth. Using your communication skills to build trust, address concerns, and expand accounts, youll navigate conversations with confidence and influence. If youre data -driven and adept at turning insights into action, this position offers the opportunity to make a significant impact on the customer journey and overall business success. Key Responsibilities:
* Track and monitor account volume trends and performance metrics
* Use data -driven insights to anticipate and prevent potential churn.
* Assist support and onboarding teams in the post-go-live phase to ensure a smooth transition for low-touch accounts.
* Monitor early-stage account activity to ensure customers quickly realize value.
* Analyze data to understand natural growth trends and identify patterns that indicate customer readiness for expansion or upsell opportunities.
* Act as the escalation point when support needs more in-depth account analysis.
* Conduct ad-hoc portal training to help customers fully utilize the products capabilities.
* Provide regular reporting to internal stakeholders on customer health, churn risks, and growth potential.
Requirements: * 3 years in Customer Success, Account Management, or a related role, preferably in a SaaS or technology-driven company.
* Strong analytical skills with experience using data to drive decisions and outcomes.
* Proven ability to identify and mitigate churn risk while unlocking growth opportunities.
* Excellent interpersonal and communication skills to effectively manage customer relationships and work cross-functionally.
* Ability to prioritize tasks and manage time effectively while balancing multiple accounts.
* Proactive mindset with the ability to anticipate customer needs and growth opportunities.
* Fintech experience preferred. Native-level English proficiency is a must!
This position is open to all candidates.