Customer Retention Specialist

TL;DR

Customer Retention Specialist: Engage with at-risk customers and provide tailored solutions to retain them with an accent on reducing churn and ensuring customer loyalty. Focus on identifying reasons behind churn and suggesting improvements, as well as working closely with Support, Sales, and Marketing teams.

Location: Remote options available.

Company

hirify.global is a leader in providing reliable, secure, and scalable web hosting solutions to customers worldwide.

What you will do

• Engage with customers who express dissatisfaction or intend to cancel services, addressing their concerns effectively.
• Conduct feedback sessions to uncover the reasons behind churn and suggest improvements.
• Develop and implement personalized solutions, such as tailored plans, discounts, or upgrades, to retain customers.
• Use data and analytics to identify at-risk customers and proactively engage with them.
• Collaborate with the Support, Sales, and Marketing teams to ensure a seamless customer experience.
• Maintain detailed CRM records of customer interactions and provide insights into churn trends.

Requirements

• 5+ years in customer success, account management, or retention-focused roles, preferably in SaaS, tech, or web hosting.
• Outstanding communication, active listening, and negotiation skills.
• A customer-first mindset with the ability to resolve challenges effectively.
• Confidence in upselling and presenting creative retention offers.
• Basic understanding of web hosting services or a willingness to learn quickly.
• Experience with CRMs, ticketing systems, and analytics tools is a plus.

Culture & Benefits

• Competitive salary with performance-based bonuses.
• A flexible working environment (remote options available).
• Opportunities for professional growth and training.
• The chance to make a significant impact on a growing company.