Customer Retention Specialist

Job Summary

Proactively engaging high-risk customers, the full-time CX Retention Specialist will focus on preventing churn related to non-pay and billing issues, conducting outreach, resolving friction points, and collaborating with cross-functional teams to enhance customer retention efforts.

Key Responsibilities

• Conduct outbound outreach to high churn-risk customers, primarily addressing non-pay and billing-related issues
• Collaborate with Billing, Support, and Customer Success teams to resolve customer issues impacting payment and account continuity
• Track outreach activities and retention outcomes, providing feedback on operational gaps to improve processes

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 risks
• Familiarity with CRM and support tools (e.g., Salesforce, Zendesk)
• Experience in SaaS or subscription businesses is preferred