CX Retention Specialist

We are seeking a proactive and execution-oriented CX Retention Specialist to support customer retention efforts by working directly with high-risk customers, with an initial focus on non-pay and billing-related churn risk. This role will help identify at-risk accounts, conduct proactive outreach, resolve billing-related friction points, and partner cross-functionally to prevent avoidable churn. Over time, the role will expand to support other churn-risk cohorts, including customers with declining usage, unresolved support issues, or elevated escalation risk.

Responsibilities:

• Proactively engage customers identified as high churn risk, initially focusing on non-pay and billing-related risk.
• Conduct outbound outreach through phone, email, and other channels to prevent avoidable suspension and churn.
• Validate and update billing contacts and customer account information to improve communication effectiveness.
• Partner closely with Billing, Support, and Customer Success teams to resolve issues impacting payment, account access, or customer continuity.
• Triage common customer friction points such as portal access issues, password resets, billing confusion, and payment method problems.
• Execute follow-up cadences and playbooks designed to recover at-risk ARR and improve customer retention outcomes.
• Track outreach activity, issue resolution, and retention outcomes in a consistent, measurable way.
• Provide feedback on recurring root causes and operational gaps to help improve internal processes and customer experience.
• Contribute to the development and refinement of proactive churn-prevention playbooks and reporting.
• Over time, support additional high-risk customer segments, such as accounts with usage drops, unresolved ticket backlogs, or other signs of churn risk.

Requirements:

• 2-5 years of experience in customer success, customer operations, billing operations, support operations, collections, or a similar customer-facing operational role.
• Experience handling outbound customer outreach and managing issue resolution across multiple stakeholders. Strong experience in voice-based support for US customers
• Strong verbal and written communication skills, with the ability to engage customers professionally and empathetically.
• Ability to navigate customer friction points and drive resolution with urgency and follow-through.
• Strong organizational skills and attention to detail.
• Comfortable working with data, customer lists, and operational workflows to prioritize risk and track outcomes.
• Ability to work cross-functionally and build effective working relationships with Billing, Support, Finance, and Customer Success partners.
• Problem-solving mindset with the ability to identify patterns and suggest process improvements.
• Experience in SaaS, subscription businesses, or retention-focused environments preferred.
• Familiarity with CRM and support tools (e. g., Salesforce, Zendesk, Freshdesk).
• Key Competencies: Customer Focus, Operational Discipline, Problem Solving, Cross-Functional Collaboration, Communication and Influence, Results Orientation, and Attention to Detail.

Success Measures:

• Success in this role will be measured through metrics such as ARR retained, successful resolutions, reactivation rate, time to resolution for billing-related issues, and the number of high-risk customers proactively contacted.
• Quality and consistency of customer follow-up and case management.