Retention Specialist

TL;DR

Retention Specialist (Hospitality): Drive data-led product adoption and proactive account management across Lightspeed’s Hospitality customers with an accent on analyzing usage data, mitigating churn risks, and identifying growth opportunities. Focus on optimizing ChurnZero workflows, enabling territory planning, and supporting scalable customer success operations.

Location: Permanent work from home for team in Manila, Philippines. Coworking space available if needed. Follows PH holidays.

Company

Lightspeed is a cloud commerce platform powering retail, hospitality, and golf businesses in over 100 countries.

What you will do

• Analyze customer health and usage data to identify trends and enhance reporting for Account Managers.
• Enable data-driven territory planning using CRM, financial, and market insights to drive retention and growth.
• Manage and optimize ChurnZero workflows, plays, templates, and customer segmentation.
• Maintain spreadsheets and reporting to track portfolio performance and deliver ad hoc insights.
• Identify GTM inefficiencies, escalate blockers, and improve workflows for team productivity.
• Support inbound triage, act as escalation point, and resolve high-priority issues across teams.

Requirements

• Highly proficient with spreadsheets.
• Experience with ChurnZero, Salesforce, or similar SaaS tools (major plus).
• Hospitality industry experience preferred.
• Prior experience in Customer Success, Account Management, or Technical Support.

Culture & Benefits

• Permanent work from home setup with coworking space option.
• HMO for you and 2 dependents, 15 vacation leaves, 10 sick leaves.
• Food allowance (1000 PHP/month), work from home allowance (1000 PHP/month), health & wellness benefit (7500 PHP/year).
• Free LinkedIn Learning and mental health support.
• PH holidays, government mandated benefits, internal mobility opportunities.
• Regular online and in-person events by Manila Culture Club.

Hiring process

• Conducted remotely via Zoom or Google Meet.