Customer Success & Retention Specialist

TL;DR

Customer Success & Retention Specialist (SaaS): Managing customer relationships and proactively reducing churn with an accent on personalized communication and relationship building. Focus on identifying churn risks, transforming challenging situations into positive experiences, and providing tailored solutions to ensure long-term retention.

Location: Must be based in Latin America

Company

hirify.global provides digital tools and website builders for small businesses to grow their online presence.

What you will do

• Build strong customer relationships through personalized communication.
• Proactively identify churn risks and implement retention strategies.
• Understand customer needs to provide tailored solutions.
• Transform challenging customer situations into positive experiences.
• Collaborate with internal teams to enhance the overall customer experience.

Requirements

• Minimum 2 years of experience in Customer Success, Support, or Account Management.
• English proficiency: Minimum C1 level (fluent or near-fluent).
• Must be based in Latin America.
• Experience working within tech or digital environments.
• Proficiency in multichannel communication across phone, chat, and email.
• Strong emotional intelligence and problem-solving capabilities.

Nice to have

• Experience using CRM and customer communication platforms such as Intercom.

Culture & Benefits

• Performance-based bonuses.
• Opportunities for promotions and remuneration progression.
• Working hours: Monday to Friday (one working weekend per month), 9am - 6pm Pacific or Central time.