Customer Retention Specialist

Responsibilities

• Identify at-risk customers through data and proactively reach out to address concerns
• Handle cancellation requests and apply retention strategies to save accounts
• Build and maintain strong relationships with existing customers to drive loyalty
• Conduct regular check-in calls and satisfaction surveys
• Collaborate with sales and support teams to resolve escalated client issues
• Track retention metrics and report on outcomes weekly
• Develop and maintain knowledge of products and services to offer relevant solutions

Requirements

• 2+ years of experience in customer retention, customer success, or account management
• Strong interpersonal skills and ability to handle difficult conversations diplomatically
• Excellent verbal and written communication skills
• Experience with CRM platforms and customer data tools
• Analytical mindset with the ability to identify trends in customer behaviour
• Self-motivated and results-focused in a remote environment
• Empathetic, patient, and solution-oriented approach
• Relevant degree or diploma in Business, Marketing, or Communications preferred