Customer Success Agent

Summary

Join our team as a proactive and customer-focused Customer Success Agent! You will handle complex customer inquiries, drive engagement, manage payment follow-ups, and contribute to retention efforts. This role focuses on improving customer satisfaction and reducing churn by ensuring customers maximize the value of our service. You will proactively engage with customers, manage at-risk accounts, and collaborate with other teams to enhance the customer experience. Identifying and converting upsell opportunities is also part of this role. This position requires a minimum of one year of experience in a client-facing role and excellent communication skills.

Requirements

• Minimum 1 year of experience in Customer Support, Customer Success, or a similar client-facing role
• Fluent in English (at least a C1 level)
• Strong problem-solving skills with the ability to troubleshoot and resolve complex customer issues
• Excellent communication (written & verbal) and interpersonal skills
• Ability to work independently while collaborating with cross-functional teams
• Familiarity with CRM tools (e.g., Zoho, Planhat) and support ticketing systems
• Patient, empathetic, and proactive in helping customers succeed

Responsibilities

• Proactively engage with customers to ensure they are successful with our service, offering guidance and best practices
• Handle payment follow-ups
• Manage at-risk customers, understand their concerns, and implement strategies to retain them
• Document recurring issues and collaborate with Product, Sales, and Support teams to improve the customer experience
• Recognize and convert upsell opportunities

Preferred Qualifications

Experience with dunning (payment collections), retention strategies, or subscription-based businesses is a plus