Customer Success & Retention Specialist

Global Highland Ltd; Inverness; On-site; GBP 32,000 - 42,000; Full time

Job summary

Global Highland Ltd is seeking a Customer Retention & Experience Specialist to own a portfolio of customers from installation through renewal, delivering proactive care and value-driven engagement.

The role blends customer care, account management and consultative sales, requiring relationship-building, problem solving and a customer-first approach to grow loyalty and recurring revenue.

Qualifications

• Proven experience in customer service, retention, sales, account management or customer experience.
• Strong communication and relationship-building skills.
• Confidence handling objections and difficult conversations.
• Consultative approach to influencing decisions and achieving positive outcomes.
• Excellent organisation, administration and attention to detail.
• Proactive, customer-first mindset with ability to meet targets.
• Experience in broadband, telecommunications, subscriptions or renewals is a plus.

Responsibilities

• Build lasting customer relationships and manage a portfolio throughout their journey.
• Conduct service reviews and renewal conversations to maximise value and retention.
• Identify opportunities to improve customer satisfaction and loyalty.
• Handle cancellation and retention conversations with win-win solutions.
• Recommend packages, upgrades and alternatives based on customer needs.
• Provide friendly, professional, solutions-focused support across all interactions.
• Take ownership of queries and ensure timely resolutions with colleagues.

Skills

Relationship building

Customer service

Retention

Account management

Consultative sales

CRM systems

Communication

Problem solving

Tools

CRM software

Job description

Global Highland Ltd is seeking a Customer Retention & Experience Specialist to own a portfolio of customers from installation through renewal, delivering proactive care and value-driven engagement.

The role blends customer care, account management and consultative sales, requiring relationship-building, problem solving and a customer-first approach to grow loyalty and recurring revenue.