About The RoleThe Customer Engagement Specialist plays a key role in executing strategies designed to reduce churn and increase client engagement. This individual is responsible for following structured processes developed by the Customer Success Program Manager to proactively re‑engage clients showing signs of disengagement or decreased usage. The role involves hands‑on client outreach, adherence to process‑driven workflows, and achieving KPIs that contribute to improved client satisfaction and retention.Salary: CAD 60,000-70,000Client Outreach & EngagementExecute client outreach campaigns targeting accounts flagged for decreased usage or churn risk.Conduct phone calls, emails, and other touchpoints to uncover reasons for disengagement and offer solutions tailored to their needs.Re‑educate clients as needed to get them re‑engaged with the platform.Process ExecutionFollow structured retention and re‑engagement processes defined by the Customer Success Program Manager.Provide consistent feedback on the effectiveness of workflows, messaging, and engagement strategies.KPI PerformanceMeet defined KPIs such as number of accounts reactivated, reduction in churn percentage within assigned segment, revenue expansion and increase in product usage metrics.Track and report weekly progress on reactivation efforts, trends, and outcomes.Data & Feedback ReportingLog all client feedback, pain points, and objections to contribute to continuous process improvement.Collaborate with internal teams to scale product‑related concerns that affect client retention.Provide structured feedback to the Customer Success Program Manager on client pain points and under‑utilization trends.



Contribute frontline insights to inform and support targeted client education and marketing initiatives that drive adoption and engagement.Client Relationship ManagementAct as a supportive point of contact for at‑risk or flatlined clients until they are stabilized or transitioned back to regular success management.Build trust with clients by demonstrating product value and aligning with their business goals.Expansion & Partner AlignmentParticipate in initiatives focused on driving expansion revenue, including identifying upsell opportunities for TapMango features and referring qualified clients to strategic partners where relevant.What We’re Looking For1–2 years of experience in a sales role, preferably in SaaS.1–2 years of experience in a customer success or account management role, preferably in SaaS.Solid communication and problem‑solving skills.Comfortable handling outbound calls and engaging with clients proactively.Organized and data‑driven, with the ability to follow and improve structured processes.Self‑motivated with a focus on results and achieving measurable outcomes.What We OfferGenerous time off planSalary: 60,000-70,000Remote work – we will assist with making your remote office space as comfortable as possibleContinuous virtual coaching and supportComprehensive health benefitsSubsidized gym membershipPerformance recognitionProfessional development programGrowth opportunities (we really mean it!)TapMango welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.Notice Regarding Automated Decision‑MakingFor this role TapMango does not use artificial intelligence, machine learning, or automated decision‑making tools to screen or assess job applicants. All applications are evaluated manually by our hiring team.#J-18808-Ljbffr

📌 Customer Engagement Specialist - C$60,000 - C$70,000 A Year - Remote (Winnipeg)
🏢 TapMango
📍 Winnipeg