Client Success & Retention Lead

CellGate Access Control Systems

Carrollton (TX)

On-site

USD 55,000 - 90,000

Full time

6 days ago

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Job summary

CellGate Access Control Systems is seeking a Client Success Champion to be the primary advocate for our customers, building strong relationships, ensuring satisfaction, and safeguarding our company's reputation. This role blends strategic customer success initiatives with hands-on problem-solving to drive retention and create exceptional customer experiences.

You will bridge clients and internal teams, turning feedback into actionable insights while managing our brand reputation across channels.

Qualifications

5+ years of customer service experience in client-facing roles.
Preferred background in customer experience management or customer success.
Proven track record of maintaining high customer satisfaction and retention rates.
Strong written and verbal communication skills.
Strong problem-solving abilities with experience in conflict resolution.
Detail oriented and analytical.
Bachelor's degree or equivalent experience.

Responsibilities

Create and implement customized success plans to ensure client goal achievement.
Lead proactive outreach programs to gather feedback and prevent churn.
Serve as primary escalation point for complex client issues.
Monitor and respond to customer feedback across social media channels and review platforms.
Transform customer feedback into actionable insights for product and service improvements.
Collaborate with internal teams to implement customer-centric solutions.