Customer Growth Specialist

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

📋 Description

• Propel customer revenue by engaging in outbound calls, emails, and campaigns aimed at activation, subscription conversion, renewal recovery, and retention.

• Assist parents in completing account setups, demonstrating the value of OurFamilyWizard, and guiding them through the subscription process.

• Reach out to both current and recently lapsed customers to facilitate renewals, recover missed payments or expired subscriptions, and promote ongoing platform usage.

• Maintain a steady volume of outbound communication through calls, emails, and customer engagement initiatives.

• Achieve or surpass targets related to outbound activities, contact rates, conversion rates, renewal recovery, call quality, and overall customer experience.

• Record customer interactions, outcomes, objections, and account updates within internal systems.

• Convey customer insights, objections, and trends to the broader team to enhance messaging, targeting, processes, and product experiences.

• Experiment with new scripts, email sequences, call strategies, audience segments, offers, and outreach workflows.

• Collaborate with Customer Support, Sales, Marketing, Product, and Operations teams to enhance customer outcomes and conversion throughout the customer journey.

⛳️ Requirements

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

• Demonstrated ability to meet or exceed activity and conversion objectives.

• Exceptional verbal communication and active listening skills.

• Experience managing customer conversations via phone in a professional setting.

• Proficient in navigating multiple systems and accurately documenting customer interactions.

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

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

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

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

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

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

• Customer-focused and solutions-oriented, especially in sensitive family-related discussions.

• Inquisitive and collaborative, with a desire to enhance processes and explore new approaches.

• Capable of balancing persistence with empathy and professionalism.

🏝️ Benefits

• Contract-to-hire position with potential consideration for a full-time permanent role after 6 months.

• A culture that is purpose-driven, performance-focused, and prioritizes people.

• Opportunity to make a significant impact in the daily lives of families.

• Collaboration with teams in Customer Support, Sales, Marketing, Product, and Operations.

• Opportunities for experimentation and improvement in messaging, processes, and product experiences.