Customer Loyalty Specialist for Zippy Shell handling sales retention through customer communication. Analyzing cancellation requests to negotiate and retain customer loyalty in a call center environment.
About the role
- Global Customer Success & Retention Manager at Progyny Global ensuring strong client relationships and satisfaction. Responsible for onboarding, engagement, and performance monitoring for employer clients in Berlin.
Responsibilities
- Act as the primary point of contact for employer clients, managing relationships throughout the full client lifecycle.
- Own client retention and overall account health to ensure long-term satisfaction and partnership success.
- Lead onboarding and implementation to ensure a smooth and effective launch of Progyny’s benefits programs.
- Provide ongoing training, education, and proactive communication to support client understanding and engagement.
- Build strong relationships with HR, Benefits, and People teams within client organizations.
- Track client engagement, utilization, and satisfaction to identify opportunities to improve outcomes and strengthen partnerships.
- Advise clients on how to maximize the value and impact of Progyny’s family-building benefits.
- Collaborate with Sales on renewals, account growth, and long-term partnership development.
- Partner with Marketing and Product teams to share client insights that inform product improvements and messaging.
- Deliver regular business reviews, program insights, and utilization reports to client stakeholders.
- Coordinate with internal teams to resolve client issues quickly and maintain a high level of service.
- Stay informed on trends in employee benefits, fertility care, and global family-building solutions.
- Develop and execute account success plans aligned with client goals and workforce needs.
Requirements
- 2+ years of experience in Client Success, Account Management, Customer Success, or Benefits Consulting.
- Experience working with B2B clients, ideally in healthcare, HR tech, digital health, or employee benefits.
- Bachelor’s degree in Business, Healthcare Management, Marketing, or a related field.
- Strong written and verbal communication skills in English (additional languages are a plus).
- Strong project management and organizational skills.
- Analytical mindset with the ability to interpret data and present insights to clients.
Benefits
- Competitive Base Salary: From €55000 – €65000 per year.
- Bonus Program & Company Equity: Bonuses and ownership opportunities to share in Progyny’s success.
- Fertility & Family-Building Benefits: Access to the Progyny Global Platform with a €5,000 benefits budget.
- Mental Health Support: 1:1 psychologist sessions and wellness tools via Nilo Health.
- Sustainable Mobility Benefit: Choice between a Dance e-bike subscription or a BVG public transport ticket.
- Urban Sports Club Discount: Access to discounted fitness and wellness activities.
- Paid Leave: 30 days of paid leave per year.
- Hybrid Work: Work from home up to two days per week.
- Remote Work: Up to 8 weeks of remote work per year.
- Weekly Team Lunches: Team lunch every Thursday.
- Dog Friendly office: Bring your dog to work.
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