Customer Retention Specialist

Job Summary

Proactively engaging high-risk customers, the full-time CX Retention Specialist will focus on preventing non-pay and billing-related churn through outreach, issue resolution, and cross-functional collaboration.

Key Responsibilities

• Conduct proactive outreach to high churn-risk customers, primarily addressing non-pay and billing issues
• Collaborate with Billing, Support, and Customer Success teams to resolve customer friction points and improve retention
• Track outreach activities and retention outcomes while contributing to the development of churn-prevention strategies

Required Qualifications

• 2-5 years of experience in Customer Success, Billing Operations, or a similar customer-facing role
• Experience in outbound customer outreach and managing issue resolution across multiple stakeholders
• Strong organizational skills and ability to work with data to prioritize risk and track outcomes
• Familiarity with CRM and support tools such as Salesforce or Zendesk
• Experience in SaaS or subscription businesses is preferred