Customer Growth Specialist

OurFamilyWizard; Northern (KY); Hybrid; USD 23,000 - 30,000; Full time

Job summary

OurFamilyWizard, part of In Tandem, is looking for a Customer Growth Specialist to join the Outbound Conversion & Retention team in a remote capacity. The role targets activation, conversion, renewals, and ongoing retention by reaching out via calls and emails, guiding customers through setting up their accounts and subscribing.

You will contact customers at key moments, track interactions, and aim to meet performance goals while experimenting with new approaches to improve the customer

Qualifications

• 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.

Responsibilities

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

Skills

Outbound sales

Customer retention

Inside sales

Customer success

Call center experience

Verbal communication

Job description

Customer Growth Specialist

Department: Sales

Employment Type: Contract to hire

Location: Remote USA - OFW

Compensation: $17.00 - $22.00 / hour

Description

At In Tandem, we build technology that helps families manage everyday routines and navigate life’s biggest transitions. Through our four brands—OurFamilyWizard, Cozi, FamilyWall, and Custody Navigator—we help families stay organized, communicate well, and foster healthy childhoods.

We believe technology should strengthen relationships and make daily coordination less complicated. Everything we create is designed to lighten the mental load, reduce conflict, and support families through big and small moments.

If you want your work to make a real difference in the daily lives of parents and kids, In Tandem is the place where your impact will truly matter.

This position is structured as a 6‑month contract-to-hire opportunity, with compensation ranging from $17‑22/hour depending on experience and qualifications. Successful candidates may be considered for a full‑time permanent role at the end of the contract period.

As a Customer Growth Specialist on our Outbound Conversion & Retention team, you will help more families successfully access, adopt, and continue using OurFamilyWizard.

This role sits at the intersection of consumer SaaS revenue, customer engagement, renewal recovery, and experimentation. You will connect directly with parents through outbound calls, emails, and other outreach channels to help them complete account setup, convert to paid subscriptions, renew after lapses, and get more value from the platform.

You will spend much of your time reaching out to customers and prospects at key moments in their journey, including parents who have not completed activation, users who started but did not subscribe, and customers who forgot or failed to renew. Your work will directly influence customer growth, retention, and lifetime value.

This is a great fit for someone who is energized by outbound activity, motivated by measurable goals, and comfortable testing new ways to improve conversion while maintaining a compassionate, professional customer experience.

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

Why Join?

We’re redefining family technology.

In Tandem brings together a growing portfolio of trusted tools that support families, and the professionals who guide them, through the moments that matter most. We bring clarity to chaos and stability to daily family life, helping parents feel less stressed so kids can have healthier childhoods.

Scale meets startup energy.

With more than 20 years of impact and a strong market presence, we’re entering a bold new chapter of growth. We have the foundation, the momentum, and the ambition to go further: expanding our reach, deepening our impact, and elevating the tools families and professionals rely on every day.

Purpose‑driven. Performance‑focused. People‑first.

Our culture is rooted in accountability, curiosity, and collaboration. We value diverse perspectives, thoughtful problem‑solving, and teammates who care deeply about building something that matters.