Senior Retention Specialist
About the role
As a Retention Specialist, you'll play a key role in driving customer engagement and long-term retention across a large portfolio of accounts. This is a high-volume, process-driven role focused on proactive customer outreach, product adoption, and relationship management. You'll help customers maximize the value of their investment by keeping them engaged, identifying potential risks early, and ensuring they have the resources they need to succeed. This is not a sales role—your primary focus is customer retention and customer satisfaction.
What you'll do
- Manage a portfolio of customer accounts, serving as their primary point of contact.
- Proactively engage customers through calls, emails, and other outreach to drive product adoption and long-term engagement.
- Develop and execute consistent outreach plans to maintain strong customer relationships throughout the customer lifecycle.
- Monitor account health and identify early signs of customer disengagement or retention risk.
- Partner with the Finance team to resolve payment concerns, account issues, and customer escalations.
- Guide customers to relevant platform resources and best practices to maximize product value.
- Collaborate with Customer Success, Support, and other internal teams to improve the overall customer experience.
- Maintain accurate customer records and activity within the CRM system.
Requirements
- 3-5 years of experience in Customer Success, Account Management, Client Services, Customer Support, or another customer-facing role.
- Proven ability to manage a high-volume portfolio while maintaining excellent organization and follow-through.
- Strong verbal and written communication skills.
- Excellent relationship-building, problem-solving, and customer service skills.
- Experience using CRM platforms, preferably HubSpot.
- Comfortable collaborating with cross-functional teams, including Finance, Customer Success, and Support.
- Experience in a subscription-based, SaaS, or technology company is highly preferred.
- Bachelor's degree or equivalent professional experience.
About Outsourced
Outsourced is a leading offshore staff outsourcing company in the Philippines, delivering dedicated full-time remote talent and offshore staffing services to global businesses of all sizes. We specialize in building high-performing offshore teams tailored to your operational needs. Offering both flexible work-from-home and premium office-based setups, we invest heavily in cutting-edge technology and optimal working environments, ensuring your team operates seamlessly and productively from day one.
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