Customer Engagement Specialist

TapMango

6d • Remote

About The Position

The Customer Engagement Specialist plays a key role in executing strategies designed to reduce churn and increase client engagement. This individual is responsible for following structured processes developed by the Customer Success Program Manager to proactively re-engage clients showing signs of disengagement or decreased usage. The role involves hands-on client outreach, adherence to process-driven workflows, and achieving KPIs that contribute to improved client satisfaction and retention.

Requirements

• 1–2 years of experience in a sales role, preferably in SaaS.
• 1–2 years of experience in a customer success or account management role, preferably in SaaS.
• Strong communication and problem-solving skills.
• Comfortable handling outbound calls and engaging with clients proactively.
• Organized and data-driven, with the ability to follow and improve structured processes.
• Self-motivated with a focus on results and achieving measurable outcomes.

Responsibilities

• Execute client outreach campaigns targeting accounts flagged for decreased usage or churn risk.
• Conduct phone calls, emails, and other touchpoints to uncover reasons for disengagement and offer solutions tailored to their needs.
• Re-educate clients as needed to get them re-engaged with the platform.
• Follow structured retention and re-engagement processes defined by the Customer Success Program Manager.
• Provide consistent feedback on the effectiveness of workflows, messaging, and engagement strategies.
• Meet defined KPIs such as number of accounts reactivated, reduction in churn percentage within assigned segment, revenue expansion and increase in product usage metrics.
• Track and report weekly progress on reactivation efforts, trends, and outcomes.
• Log all client feedback, pain points, and objections to contribute to continuous process improvement.
• Collaborate with internal teams to escalate product-related concerns that affect client retention.
• Provide structured feedback to the Customer Success Program Manager on client pain points and underutilization trends. Contribute frontline insights to inform and support targeted client education and marketing initiatives that drive adoption and engagement.
• Act as a supportive point of contact for at-risk or flatlined clients until they are stabilized or transitioned back to regular success management.
• Build trust with clients by demonstrating product value and aligning with their business goals.
• Participate in initiatives focused on driving expansion revenue, including identifying upsell opportunities for TapMango features and referring qualified clients to strategic partners where relevant.

Benefits

• Generous time off plan
• Remote work - we will to assist with making your remote office space as comfortable as possible
• Continuous virtual coaching and support
• Comprehensive health benefits
• Subsidized gym membership
• Performance recognition
• Professional development program
• Growth opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed