We are seeking a proactive and customer-focused Customer Success Agent to join our team. In this role, you will handle complex customer inquiries, drive engagement, manage payment follow-ups, and assist with retention efforts. You will take ownership of improving customer satisfaction and help reduce churn by ensuring customers derive maximum value from our service. Key Responsibilities: ✔ Customer Engagement: Proactively engage with customers to ensure they are successful with our service, offering guidance and best practices. ✔ Dunning Management: Handle payment follow-ups. ✔ Retention Efforts: Manage at-risk customers, understand their concerns, and implement strategies to retain them. ✔ Feedback Loop: Document recurring issues and collaborate with Product, Sales, and Support teams to improve the customer experience. ✔ Upsell: Recognize and convert upsell opportunities. ✅ Minimum 1 year of experience in Customer Support, Customer Success, or a similar client-facing role. ✅ Fluent in English (at least a C1 level) ✅ Strong problem-solving skills with the ability to troubleshoot and resolve complex customer issues. ✅ Experience with dunning (payment collections), retention strategies, or subscription-based businesses is a plus. ✅ Excellent communication (written & verbal) and interpersonal skills. ✅ Ability to work independently while collaborating with cross-functional teams. ✅ Familiarity with CRM tools (e.g., Zoho, Planhat) and support ticketing systems. ✅ Patient, empathetic, and proactive in helping customers succeed.