Sr. CSM Cancellations Specialist

Company Stuff:

Here at Clientbook, we’ve created an industry-leading mobile app and platform that enables high-end retail sales associates to efficiently clientele. Not sure what clienteling is? That’s ok—most of our employees didn’t either when we hired them. Clienteling is basically the art of building long-term relationships with clients, also known as relationship-based selling.

We’ve helped hundreds of retailers increase sales and retain clients. When it comes to retail, we’re their biggest champion.

Enough about us. If we call you for an interview, we’re confident you’ll check us out in advance at www.clientbook.com.

Here is where you come in.

Clientbook is looking for a Sr. CSM Cancellations Specialist to take ownership of cancellation calls and work hard to retain clients who are considering canceling their subscriptions. This individual will play a crucial role in reducing churn and ensuring clients continue seeing value in our product. You will serve as the final line of defense in saving deals from cancellation while also gathering valuable feedback to help us continuously improve.

In addition to handling cancellation calls, you’ll be part of a team responsible for guiding customers through onboarding, helping them see ongoing value, and ensuring they have an exceptional experience with Clientbook.

Key Responsibilities.

• Handle inbound cancellation calls with the goal of saving client relationships and deals.
• Identify clients' core issues and collaborate with internal teams to offer tailored solutions.
• Conduct exit interviews for clients who still choose to cancel, gathering feedback to support future product development.
• Proactively reach out to clients who may be at risk of canceling, based on usage data and customer feedback.
• Collaborate with Customer Success, Sales, and Product teams to provide insights on customer pain points and share recommendations for product improvements.
• Guide customers through the successful onboarding and implementation of the Clientbook app.
• Provide outstanding client service by phone and email, helping customers gain additional value from Clientbook’s products.
• Review usage data to identify which clients need additional support and training.
• Proactively reach out to clients to help them implement new features and improve their overall experience.
• Recommend new Clientbook products and features, and upsell existing clients where appropriate.
• Interact with senior management and provide input on our customer success and onboarding processes.
• Build relationships with 200+ clients who are at various stages of app usage.

What we hope you will bring.

We are seeking a seasoned CSM with at least 2 years of CSM experience who embodies our core values—hungry, humble, resilient, and impactful—while also being comfortable in high-pressure situations. In this role, you will need:

• Problem-Solving Skills: Ability to think on your feet and propose creative solutions to retain clients.
• Empathy: You must understand the client's perspective and show a genuine desire to resolve their concerns.
• Persuasion: Strong negotiation and communication skills to effectively present the value of Clientbook and convince clients to stay.
• Customer-Oriented Mindset: A passion for delivering top-notch service and helping clients achieve their business goals.
• Organization: Ability to manage multiple accounts, track conversations, and follow up with clients in a timely manner.
• Drive: Motivation to work hard and achieve retention goals, even when dealing with tough calls.
• Detail-Oriented: You’ll have a portfolio of clients all at different stages of usage, requiring careful tracking of their needs and interactions.
• People Person: You’ll be on the phone daily with different clients across the country, so a love for building relationships is key.
• Analytical Skills: Ability to read graphs and interpret usage data to understand client performance and proactively offer support.

Why join us?

Clientbook is growing quickly, and we offer an exciting environment where driven individuals can make a big impact. We value our team and provide opportunities for growth and development. Here’s why you should consider joining us:

• Competitive pay and benefits package (Base + Yearly Bonus Paid Quarterly)
• A brand-new office with a game room, gym, and plenty of snacks.
• Work alongside dedicated colleagues who make work enjoyable.
• Clear opportunities for career advancement.
• Cool swag, unlimited PTO, and even a Quick Quack car-wash subscription.

Clientbook is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.