Customer Growth Specialist

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• You will enhance customer revenue through outbound calls, emails, and engagement campaigns aimed at activation, subscription conversion, renewal recovery, and retention.

• You will assist parents in completing their account setup, understanding the value of OurFamilyWizard, and progressing through the subscription process with confidence.

• You will reach out to existing and recently lapsed customers to facilitate renewals, recover missed payments or expired subscriptions, and promote continued usage of the platform.

• You will ensure a consistent volume of outbound interactions through calls, emails, and various customer engagement experiments.

• You will strive to meet or surpass performance targets related to outbound activities, customer contact rates, conversion rates, renewal recovery, call quality, and overall customer experience.

• You will meticulously document customer interactions, outcomes, objections, and account updates in internal systems.

• You will communicate customer insights, objections, and trends with the broader team to enhance messaging, targeting, processes, and product experiences.

• You will support ongoing experimentation by assisting in the testing of new scripts, email sequences, call strategies, audience segments, offers, and outreach workflows.

• You will collaborate with Customer Support, Sales, Marketing, Product, and Operations teams to improve customer outcomes and boost conversion rates throughout the customer journey.

⛳️ Requirements

• Minimum of 1 year of experience in outbound sales, customer retention, inside sales, customer success, or call center environments.

• Experience in SaaS, subscription services, or customer engagement roles is advantageous.

• Comfortable managing a high volume of outbound calls on a daily basis.

• Driven by goals, performance metrics, and measurable impacts.

• Resilient, adaptable, and thrive in a fast-paced environment.

• Highly organized with excellent follow-through and attention to detail.

• Customer-centric and solutions-oriented, particularly during sensitive family-related discussions.

• Curious and collaborative, with a desire to enhance processes and explore new methods.

• Capable of balancing persistence with compassion and professionalism.

🏝️ Benefits

• Proven track record of meeting or exceeding activity and conversion targets.

• Strong verbal communication and active listening abilities.

• Experience managing customer discussions over the phone in a professional setting.

• Comfortable navigating multiple systems and accurately documenting customer interactions.

• Ability to work independently while remaining aligned with team objectives.

• Experience in SaaS, subscription services, or customer engagement roles is a plus.

• Experience dealing with sensitive or emotionally complex customer situations is a plus.