Retention Specialist

About the role

We are looking for a Retention Specialist to join our Customer Service team. In this specialist role you will focus on customers who are actively trying to cancel or who show signs of potential churn. You will work across phone, chat and email, handling reactive cancellation requests and conducting proactive outreach to keep revenue flowing.

Key responsibilities

• Own end‑to‑end cancellation conversations via phone, chat and email, uncover the true reasons for leaving and guide customers toward a retention outcome.
• Identify at‑risk customers using usage data, account signals and internal risk indicators, then initiate proactive outreach before they decide to cancel.
• Present the appropriate retention offer from a defined set of options, tailoring the approach to each customer’s situation.
• Communicate persuasively across all channels, delivering strong phone conversations, compelling emails and effective chat interactions.
• Understand the SaaS product well enough to challenge cancellation reasons and resolve issues on the spot when possible.

Required profile

• Previous experience in retention, cancellations, collections, renewals, win‑back or a similar churn‑prevention role.
• Background in Customer Success within a SaaS technology company, familiar with subscription products and recurring revenue cycles.
• Demonstrated ability to handle difficult customer conversations and take ownership of outcomes.
• Strong spoken and written English (B2/C1 level or higher) and confidence making outbound calls.
• Good commercial judgment to balance retention offers with business profitability.

Required skills

• Excellent verbal and written communication in English.
• Ability to analyze customer behaviour and risk indicators.
• Proficiency with phone, chat and email communication tools.