Growth Specialist - Retention

Customer Growth | Retention & Revenue Expansion - Where customer success meets scale

SaaS Labs is reinventing how businesses talk to their customers, AI powered, multilingual, and real time. Our products like JustCall unify conversations across channels, surface insights instantly, and transform how global teams sell, support and scale 24/7 across time zones, and without friction.

As a Growth Specialist - Retention, you will help build our Scaled Customer Success team focused on engaging, nurturing, and retaining hundreds of customers at scale (one to many relationship). Youll leverage data, automation, and digital first engagement strategies to reduce churn, improve product adoption, and expand customer value. Youll own a revenue centric success motion that ensures customers continue to grow with JustCall.

Qualification:

• 0.5 - 3 years of experience in SaaS Customer Success, Sales, Onboarding, or similar customer facing roles.
• Prior experience in B2B SaaS/Tech businesses preferred.

What you will do in this role:

• Be responsible for growing net revenue retention and improving the retention of our PLG customer base.
• Manage a portfolio of SMB and mid-market customers through scaled/digital success motions.
• Drive product adoption, customer engagement, and retention by using data-driven insights and automated workflows.
• Identify churn risks early through usage/health signals, and intervene via scalable programs.
• Identify expansion and upsell opportunities in the existing base via automated and scalable campaigns.
• Guide customers on their product adoption and time to value by removing blockers, sharing resources, and enabling onboarding.
• Identify product usage gaps and consult with the customer on the actionable solutions.
• Collaborate closely with Account Managers to identify and close opportunities for upselling, cross selling, and development of customers success plans based on their desired outcomes.
• Drive customer advocacy through reviews, testimonials, references, customer meetups, webinars, case studies, etc.
• Drive workflow and process improvements in collaboration with operations and data teams.
• Establish strong communication channels and feedback loops with the product team to surface customer insights at scale and influence the product roadmap and improvements.

What

• Curious about technology/product:

  Willingness to learn technical details and develop a deep understanding of the product.

• Customer first problem solver:

  Strong empathy to understand customer challenges and ability to map them to JustCalls solutions.

• Effective communication and listening skills:

  To understand customer needs, and personas and address any customer questions and issues. The ideal candidate is proficient in both verbal and written communication and is an active listener.

• Process driven and methodical:

  Adherence to defined processes and system hygiene to collate and share structured feedback with the right internal stakeholders.

• Data driven executor:

  Skilled at analyzing trends, identifying risks, and spotting expansion opportunities.

• Customer first mindset:

  Customer first mindset is a must. Bias for action and a sense of urgency to get things done for customers, ability to translate customer needs into technical requirements for internal stakeholders.

• Bias for growth:

  Motivated by retention goals, expansion metrics, and building customer lifetime value.
• Comfortable leveraging AI in day to day work to drive efficiency and deliver impact at scale.

What youll gain:

• Ownership of a revenue impacting role, with direct accountability for retention and expansion targets.
• Opportunity to define the future of scaled Customer Success at JustCall, sitting at the intersection of Success, Growth, and Product.
• Hands on experience with leading SaaS GTM and analytics tools.
• Exposure to a fast paced, global SaaS environment with growth opportunities.