Customer Success Coordinator, CS

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🕒 February 27

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BonifiQ

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

☁️ SaaS

🛍️ eCommerce

🤝 B2B

SaaS • eCommerce • B2B

BonifiQ is a SaaS platform that helps retailers create and run gamified, customizable loyalty programs including points & rewards, cashback, referral and VIP tier systems. It integrates with online and physical stores to drive repeat purchases, increase customer lifetime value and convert customers into brand advocates, offering configurable widgets, communications and migration support along with fixed pricing by order volume.

📋 Description

• We are seeking a professional to lead the retention and expansion strategy for our customer base, ensuring our loyalty technology delivers maximum ROI. • The focus is on turning customers into strategic partners, reducing churn and driving engagement through data intelligence and consulting on loyalty mechanics.

🎯 Requirements

• Churn Prevention Analysis: Review weekly customers with low 'Health Score' (e.g., companies that stopped sending transaction data to the platform). • Engagement Audit: Verify whether clients' loyalty mechanics are performing. If a client has few redemptions, the leader guides the CSM to suggest a double-points campaign. • Time-to-Value Tracking: Monitor the time new customers take to complete their first technical integration and issue the first point. • QBRs (Quarterly Business Reviews): Participate in quarterly meetings with the largest clients (Key Accounts) to demonstrate the technology's ROI and discuss the loyalty roadmap for the next year. • Voice of the Customer for Product: Compile feedback about the platform and present it to the Technology/Product team (e.g., "Customers need a more flexible coupons module"). • Incident Management: Serve as the escalation point when a critical technical error affects end users' point balances. • Upsell Identification: Analyze which clients have reached the member or transaction limits of their current plan and initiate the process to migrate them to a higher-tier plan. • Success Case Collection: Identify clients who achieved exceptional results (e.g., a 20% increase in recurrence) so Marketing can create testimonials. • One-on-Ones (1:1s): Individual meetings with CSMs to unblock technical impediments (e.g., a stalled API integration) and develop negotiation skills. • Portfolio Management: Review whether the client load per CSM is balanced and redistribute accounts if necessary. • Technical Training: Ensure the team is proficient with platform updates (new gamification features, cashback, etc.).