Customer Success Specialist – Retention

About the role

The Customer Success Specialist (Retention) will join Mable’s Customer Success team to help new and existing users get the most out of the platform. You will focus on onboarding, engagement and long‑term loyalty, ensuring customers quickly find the right support workers and continue using the service.

Key responsibilities

• Support customers during their first 90 days to drive onboarding, engagement and retention.
• Make proactive outbound calls to help customers find and maintain suitable support‑worker relationships.
• Reduce churn through timely follow‑up, problem solving and ongoing support.
• Increase platform usage by guiding customers toward services that match their goals and care needs.
• Maintain accurate customer profiles and activity within CRM systems.
• Collaborate with internal teams and assist with broader operational tasks as needed.

Required profile

• 1‑2+ years experience in phone‑based sales or customer‑facing roles, preferably in a fast‑paced B2C environment.
• Strong communication skills with the ability to build rapport and explain concepts clearly.
• Confidence in consultative conversations and working towards engagement or sales targets.
• Ability to build trusted relationships through empathetic, solution‑focused interaction.

Required skills

• CRM systems