Customer Success Specialist (Reactivation & Churn Prevention)

About the job:

As a Customer Success Specialist, you will be responsible for re-engaging lapsed and at-risk customers, assisting them with inquiries, resolving issues, and ensuring a seamless experience. You will proactively reach out via phone and WhatsApp Business to remove blockers and encourage customers to return to active usage, while collaborating with internal teams to close root causes of churn. You will also prepare a weekly report outlining key churn reasons, trends, and actionable recommendations.

Key Responsibilities:

• Build strong, long-term relationships with customers to ensure satisfaction and success.
• Monitor lapsed customer segments and those with risk indicators such as low engagement or unactivated core features.
• Execute reactivation playbooks across multiple channels (calls, messages, and win-back offers) within company policy, and schedule short guidance calls when needed.
• Respond promptly to customer inquiries and complaints through multiple channels, prioritizing lapsed or at-risk accounts.
• Resolve and track cases while maintaining detailed documentation in the CRM, including reason classification, outcome, next step, and follow-up date.
• Collaborate with product and support teams to close root causes impacting retention.
• Conduct post-reactivation check-ins to confirm sustained usage of core features.
• Handle feedback and complaints, turning them into opportunities for improvement.
• Act as the voice of the customer, sharing insights to prevent repeat churn causes and enhance the customer experience.
• Prepare a weekly report summarizing reactivation rates by cohort, saved accounts, top 5 churn reasons, recurring bottlenecks, owners, and expected resolution.

Qualifications:

• Bachelor’s degree in business administration, marketing, or a related field.
• 1–3 years’ experience in customer success, retention, or advanced support.
• Comfortable with outbound calling and proactive communication.
• Excellent communication skills (written and verbal) in Arabic and English.
• Hands-on experience with CRM systems (preferably Zoho CRM or HubSpot).
• Strong analytical, problem-solving, and prioritization skills with the ability to build weekly reports in Google Sheets/Excel (filters/pivots).

Personal Skills:

• Empathy and strong customer understanding.
• Proactive thinking and initiative.
• Strong organizational and time management skills with high documentation accuracy.
• Team spirit and collaboration.
• Excellent communication with strong problem-solving abilities and resilience in outbound follow-ups.