Customer Engagement Specialist

Leadfeeder is a remote first, fast growing international SaaS scale-up. We are on a mission to bring web intelligence into business. Simply put, Leadfeeder helps companies know more about their website visitors, which enables them to convert promising visitors into sales leads.

We’re excited to share that Leadfeeder has merged with Echobot, a leading provider of European Sales Intelligence. As a result, we now have 250+ team members based across 30+ countries and six offices across the US and Europe. Together, our companies are striving to be the leading sales intelligence and go-to-market platform in our core European and North American markets.

Are you a self-starter looking to learn and grow as part of a world-class team? We are hiring many key people around the world to strengthen our rapid growth. 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. You must be living within a European time zone.

Responsibilities

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.

• 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.
• Improve the following metrics for Tier 4 customers:
  • Adoption
  • Gross / Net Churn
  • Expansion Revenue
  • # of case studies
  • NPS
  • Academy usage

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.

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