Retention Specialist French market (mfd)

Shiftmove; Aix-en-Provence; À distance; EUR 30 000 - 45 000; Plein temps

Résumé du poste

A customer success solutions provider in Aix-en-Provence is seeking a Customer Success Specialist to engage with customers who have submitted termination requests. The role involves understanding churn reasons, negotiating win-back opportunities, and collaborating with teams to improve retention strategies. Ideal candidates are resilient, empathetic communicators fluent in French, with a passion for customer growth and problem-solving. The position offers remote flexibility, health benefits, and support for career development.

Prestations

Meal vouchers

Full health insurance for the whole family

Support for career growth

Online benefit platform with discounts

Flexible work setup

Qualifications

• French native with good command of English.
• Comfortable handling difficult conversations professionally.
• Eager to grow into a strategic customer growth role.

Responsabilités

• Contact churned customers to understand termination reasons.
• Negotiate win-back opportunities through value communication.
• Collaborate with teams to share feedback from customers.

Connaissances

Solution-oriented

Resilient

Empathetic communication

Negotiation skills

Customer psychology understanding

Description du poste

What You Will Do

• Contact customers based in France who have submitted termination requests to understand the reasons behind their decision
• Listen empathise and negotiate win-back opportunities by highlighting the value of our solution
• Collaborate with internal teams (ADV Sales Support Product) to share key feedback and insights from churned customers
• Track and categorize churn reasons to help shape the company’s retention strategy
• Develop and refine your negotiation communication and customer psychology skills through real customer interactions
• Contribute to building better offboarding and win-back processes as the function evolves
• In the near future this role will evolve into a more strategic position proactively engaging customers before contract renewal dates, showcasing the value they’ve gained and helping them envision continued success with us

Your Profile

• You’re solution‑oriented, resilient and naturally curious. Skilled at building trust, following up and communicating with empathy
• Empathetic and persuasive communicator who enjoys turning challenges into opportunities
• Comfortable handling difficult conversations with active listening, professionalism and tact
• Curious and eager to understand customer motivations and emotions
• Organized, resilient and motivated by clear outcomes (e.g. successful win‑backs)
• Excited about growing into a more strategic customer growth role over time
• French native with good command of English

Our Offer

• Learning : Develop strong foundations in customer success, relationship building, trust management and sales negotiation techniques
• Impact : Play a key role in shaping processes and making a real difference within our customers’ journey
• Culture : A cheerful, motivated and collaborative team where empathy and curiosity matter just as much as technical skills.
• Long‑term stability with a permanent employment contract (CDI) and a 39‑hour workweek
• Flexible work setup : Remote work and flexible working hours after probation
• Meal vouchers to support your daily well‑being
• Full health insurance including your whole family
• Online benefit platform (Leeto) offering discounts on a variety of activities
• We invest in your growth : Wherever you want to take your career, we’ll support you along the way