Retention Specialist

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

📋 Description

• Take full ownership of cancellation discussions through phone, chat, and email channels.

• Identify and comprehend the underlying motivations behind customer departures and strive for effective retention solutions.

• Reach out proactively to customers likely to churn, utilizing behavioral data, account signals, past interactions, and internal risk assessments.

• Choose and present suitable retention offers tailored to each customer's unique circumstances.

• Engage in convincing retention dialogues across phone, chat, and email platforms.

• Acquire sufficient product knowledge to effectively question cancellation reasons and resolve issues on the spot when necessary.

• Maintain customer relationships and ensure ongoing revenue streams.

⛳️ Requirements

• Prior experience in retention, cancellations, collections, renewals, win-back strategies, or similar roles focused on minimizing customer churn.

• Background in Customer Success within a SaaS technology environment.

• Familiarity with subscription models, recurring revenue, customer engagement, and renewal or cancellation processes.

• Proven track record of managing challenging customer interactions and being accountable for the outcomes.

• Proficient in spoken and written English, ideally at a B2/C1 level or higher.

• Comfortable with making outbound calls and engaging in proactive customer outreach.

• Strong commercial acumen when balancing retention strategies, offers, alternative solutions, and decisions regarding non-retainable customers.

• Ability to remain calm, articulate, and persuasive when dealing with frustrated or dissatisfied customers.

• Dependable remote work setup conducive to regular customer calls.

• Must be located in Latin America.

• Professional references from prior retention or Customer Success roles; references will be subject to verification.

🏝️ Benefits

• Flexible remote working arrangement.

• Clear guidelines for retention strategies and options.