Customer Engagement Specialist- remote Europe

Job Description

Leadfeeder is a remote first, fast-growing international SaaS startup, headquartered in Finland. We are on a mission to bring web intelligence to our customers. Simply put, Leadfeeder helps companies know more about their website traffic, which enables them to convert promising visitors into sales leads.

What sets us apart? We are a market leader with a solid business model ready to be scaled. Our data-driven and customer-centric approach keeps us grounded while providing a basis for sustainable and ambitious growth. We have a buzzing international team of 130+ people based in 30 different countries, and we are currently hiring top talent across borders to help us double in size in the next 12 months.

Are you a self-starter looking to learn and grow as part of a world-class team? Join our journey!

We are now looking for a Customer Engagement Specialist to work on various initiatives to improve the service we offer to our premium customers. We are open to either remote or office based - we have offices in Helsinki, Stockholm, Copenhagen and Utrecht which you could work from if you wish.

Responsibilities

• Further developing our Leadfeeder Academy - the place where many of our customers go to learn how to use our product.
• Creating and implementing engagement strategies that will drive more of our customer base to use our academy and spend more time using Leadfeeder itself.
• Creating and implementing strategies to improve customer retention.

Requirements

• Experience with B2B sales and marketing.
• Understanding of modern saas businesses such as ours.
• Experience in Customer Success or Customer Marketing (both would be a huge plus!)
• Excellent written and spoken communication in English.
• High level of customer empathy and commercial awareness.
• A self starter with the ability to craft the role to your own skill set.
• Ability to work independently and as part of a team.
• Collect and socialise customer successes and feedback to the wider Team.

What will you be doing?

Creating content for premium clients with a high focus on our smallest customers (<$145 MRR- Tier 4)

• Creating (and iterating upon) automated messaging through intercom and Freshsuccess.
• Creating and updating Academy courses - videos, transcripts and accompanying articles
• One-off messaging and campaigns based on short term business goals - i.e. winback campaigns.
• Working with customers 1-2-1 where circumstances require - i.e gathering churn feedback, executing winback activities.
• Helping with help centre content as necessary

Analysing Tier 4s and spotting trends / behaviour / potential, including:

• Product usage
• Content consumption & how this impacts usage, adoption and churn.

Goals for the role;

Improve the following metrics for Tier 4 customers:

• Adoption
• Gross / Net Churn
• Expansion Revenue
• # of case studies
• NPS
• Academy usage

Benefits

• The chance to work with a very knowledgeable, high-achieving, and fun team
• An international, diverse, fast-paced, and results-oriented work environment
• The opportunity to work remotely, with a flexible work schedule to suit your needs
• Competitive compensation
• Bi-annual company retreats abroad - the last two were in Spain & Greece