Customer Growth & Retention
Identify opportunities to improve customer satisfaction, retention, and product usage.
Recommend relevant upgrades or complementary solutions based on customer needs and
usage, while maintaining a customerfirst approach.
Participate in consultative conversations aligned to customer goals and outcomes.
Prior experience in customer service or customer success within a SaaS or technology
environment preferred
Exposure to upsell or crosssell conversations in a customerfacing role preferred
Language Proficiency
English: CEFR B2 or higher (mandatory); C1 preferred
Certi fications (Preferred)
Certified System Administrator (CSA)
ITIL® Foundation Certification
Customer Success, IT service management, or SaaSrelated certifications are an advantage
Success Measures
First Contact Resolution (FCR)
Customer Satisfaction (CSAT)
