Retention Specialist / Accounts & Billing (SaaS)

Location: Must reside in Florianópolis, Brazil; hybrid collaboration with occasional in-person meetings.

Company

hirify.global is a profitable SaaS website builder for web professionals, marketing agencies, and Vertical SaaS companies, powering more than 1 million websites.

What you will do

• Handle customer inquiries about renewals, account changes, billing, pricing, and retention.
• Identify churn risks and proactively engage customers before renewal.
• Negotiate renewals, custom pricing, contract amendments, and migration strategies.
• Manage complex billing cases, subscription changes, contract interpretation, invoice disputes, and exception requests.
• Identify expansion opportunities through plan upgrades, add-ons, and additional products.
• Partner with Sales, Support, Finance, Legal, Product, and other teams to resolve issues, improve playbooks, and drive product adoption.

Requirements

• At least 2 years of experience in Customer Success, Account Management, Retention, or Customer Operations within a SaaS or software company.
• Strong negotiation, conflict resolution, written communication, and verbal communication skills.
• Commercial mindset with the ability to balance customer satisfaction and business objectives.
• Experience managing complex conversations involving contracts, billing, pricing, and renewals.
• Strong organization, documentation, prioritization, and cross-functional collaboration skills.
• Strong English communication skills; interviews are conducted in English.

Nice to have

• Experience with Salesforce, Zendesk, Google Workspace, HubSpot, or similar CRM platforms.
• Experience supporting agency or B2B SaaS customers.

Culture & Benefits

• Work with a global support organization focused on creativity, innovation, collaboration, and exceptional customer experiences.
• Contribute directly to customer success, product adoption, and growth strategies.
• Occasional in-person meetings support team collaboration.
• hirify.global is an equal opportunity employer and provides accommodation support for applicants with disabilities or special needs.