Client Retention Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Manage a portfolio of client-assistant relationships while monitoring the well-being of each pairing.

• Mitigate churn by recognizing early warning signs and taking proactive measures.

• Facilitate win-back and escalation discussions during live calls.

• Enhance client success through onboarding sessions, 30-day follow-ups, and regular check-ins.

• Champion the assistants by providing feedback and engaging in coaching discussions.

• Handle over 30 tickets daily, ensuring prompt and personalized responses.

• Accurately record every interaction in HubSpot.

• Collaborate with Operations, Finance, and Engineering on matters outside direct scope.

• Assist US-based clients during the night shift from Monday to Friday.

• Complete the Product & Skills and Immersion training phases under supervision.

⛳️ Requirements

• Minimum of 3 years of client-facing experience in customer retention, account management, or customer support.

• Proven experience in saving accounts, preventing churn, or win-back initiatives is highly preferred.

• Experience with US clients is strongly preferred.

• Capability to manage multiple active client relationships at the same time.

• Experience in owning retention or renewal metrics and articulating how you influenced them.

• Fluent in written and spoken English.

• Must be available for the night shift from 10 PM to 7 AM PHT.

• Previous experience in night-shift roles is required.

• Proficient in CRM tools, with a preference for HubSpot.

• Possess a proactive and solution-focused mindset.

• No absences during training, except for documented medical emergencies.

• Maintain an 80%+ score on daily assessments and mock calls to proceed with training.

🏝️ Benefits

• Gross compensation package of up to ₱38,000 per month.

• Night shift hours from 10 PM to 7 AM PHT.

• Comprehensive training program provided.

• Fully remote work opportunity.

• 4-week extensive training program.

• Training encompasses Product & Skills and Immersion phases.

• Backed by Y Combinator and Sequoia.

• Join a network of thousands of remote workers globally.