Customer Retention Specialist

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

📋 Description

• Reach out to customers who are at risk of cancellation to identify and resolve their issues.

• Negotiate retention offers that fall within established commercial parameters.

• Execute win-back campaigns targeting accounts that have lapsed.

• Document reasons for cancellations and analyze churn drivers.

• Collaborate with support and account teams to address recurring issues.

• Identify accounts that are at risk of cancellation before they disengage.

• Analyze what went wrong and develop offers or solutions to retain customers.

• Take ownership of the retention rate.

⛳️ Requirements

• Proven experience in retention, account management, customer success, or sales.

• Strong negotiation skills and the ability to handle objections effectively.

• Familiarity with a CRM system such as HubSpot or Salesforce.

• Capability to interpret account data and identify risk signals.

• Excellent spoken and written English communication skills.

• Experience in subscription or SaaS retention is a plus.

• Understanding of churn reporting and cohort analysis would be advantageous.

• Previous experience with UK consumer or B2B accounts is a bonus.

🏝️ Benefits

• Fully remote position — work from anywhere within South Africa.

• Work hours from 09:00–17:00 UK time (11:00–19:00 SAST), Monday to Friday.

• Long-term employment with a stable UK company, rather than temporary contracts.

• A UK employer that invests in the development of its long-term employees.