Customer Growth Specialist

What you will accomplish:

• You will drive customer revenue through outbound calls, emails, and engagement campaigns focused on activation, subscription conversion, renewal recovery, and retention. 
• You will help parents complete account setup, understand the value of OurFamilyWizard, and move through the subscription process with confidence. 
• You will contact existing and recently lapsed customers to support renewals, recover missed payments or expired subscriptions, and encourage continued platform usage. 
• You will maintain consistent outbound volume across calls, emails, and other customer engagement experiments. 
• You will meet or exceed performance goals related to outbound activity, customer contact rates, conversion rates, renewal recovery, call quality, and customer experience. 
• You will accurately document customer interactions, outcomes, objections, and account updates in internal systems. 
• You will share customer insights, objections, and patterns with the broader team to improve messaging, targeting, process, and product experience. 
• You will support ongoing experimentation by helping test new scripts, email sequences, call strategies, audience segments, offers, and outreach workflows. 
• You will collaborate with Customer Support, Sales, Marketing, Product, and Operations to improve customer outcomes and increase conversion across the customer journey. 

Who you are:

• A confident and empathetic communicator who can quickly build trust  
• Comfortable handling a high volume of outbound calls daily  
• Motivated by goals, performance metrics, and measurable impact  
• Resilient, adaptable, and energized by a fast-paced environment  
• Highly organized with strong follow-through and attention to detail  
• Customer-focused and solutions-oriented, especially during sensitive family-related conversations 
• Curious and collaborative, with an interest in improving processes and testing new approaches  
• Able to balance persistence with compassion and professionalism 

What you bring:

• 1+ years of experience in outbound sales, customer retention, inside sales, customer success, or call center environments  
• Proven ability to meet or exceed activity and conversion goals  
• Strong verbal communication and active listening skills  
• Experience managing customer conversations by phone in a professional environment  
• Comfort navigating multiple systems and documenting customer interactions accurately  
• Ability to work independently while staying aligned with team goals  
• Experience in SaaS, subscription services, or customer engagement roles is a plus  
• Experience working in sensitive or emotionally nuanced customer situations is a plus