Retention Specialist

🎯 Job Purpose:

To proactively recover lapsed customers by renewing expired subscriptions, ensure ongoing satisfaction and renewal of active accounts, and unlock new revenue opportunities through upselling, cross-selling, referrals, and partnership development. The role is focused on increasing customer retention, expanding account value, and driving new account acquisition through existing relationships.

🛠️ Key Responsibilities :

● Communicate with customers whose subscriptions have expired to recover their accounts and maximize renewal rates.

● Analyze reasons for non-renewal and provide tailored solutions to encourage return.

● Manage and follow up on active accounts assigned by other teams to ensure satisfaction and timely renewals.

● Execute upselling (upgrading plans/features) and cross-selling (offering complementary products/services) to qualified accounts.

● Generate new account opportunities from existing accounts—whether additional business units, departments, or related entities.

● Build strong, professional relationships with clients to increase loyalty and stimulate word-of-mouth referrals.

● Promote and activate referral programs with existing customers to acquire new leads.

● Collaborate with selected clients to convert them into marketing partners or agents (Agencies) who can help generate new business.

● Coordinate consistently with other internal departments (support, marketing, product, finance) to deliver a seamless and effective customer experience.

● Analyze survey responses to identify trends, pain points, or opportunities for product or process enhancement.

● Prepare periodic reports summarizing renewal outcomes, sales expansion performance, referral impact, and improvement suggestions.

✅ Qualifications & Skills :

● 1–2 years of experience in subscription-based services, customer success, sales, or account management , preferably within a SaaS environment.

● Strong communication, listening, and analytical skills with a persuasive and customer-centric mindset.

● Results-driven, with the ability to meet monthly and quarterly targets under pressure.

● Familiarity with CRM “Hubspot” systems and data-driven customer engagement tools.

● Proactive thinker with the initiative to solve problems and uncover growth opportunities.