Customer Success Officer/Retention Specialist

Cartrack; Makati; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Cartrack, a world-leading smart mobility SaaS company, is seeking a Senior Customer Success Officer to maintain strong customer relationships and implement retention strategies through both virtual and face-to-face engagement.

You will help prevent cancellations, address churn, and work with customers to deliver renewal outcomes while collaborating with cross-functional teams and utilizing CRM to report retention results.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Communications, or related field.
• Minimum 5 years in customer service, customer success, account management, or related field, with at least 2 years in customer retention.
• Excellent communication, negotiation, and interpersonal skills.
• Strong customer service and problem-solving abilities.
• Experience with virtual and face-to-face interactions.
• Goal-oriented, organized, and able to work under pressure.

Responsibilities

• Conduct virtual and face-to-face retention activities with customers considering cancellation, non-renewal, or discontinuation of services.
• Identify customer concerns and reasons for churn, and provide appropriate solutions, alternatives, or offers to encourage retention.
• Build and maintain positive customer relationships through effective communication, active listening, and personalized service.
• Handle retention-related inquiries, complaints, and negotiations professionally while ensuring compliance with company policies.
• Monitor and document customer interactions, retention outcomes, and reasons for cancellation using the company’s CRM or reporting system.
• Achieve assigned retention, renewal, and customer satisfaction targets while providing feedback on recurring customer concerns and retention opportunities.

Skills

Customer success

Communication

Negotiation

Interpersonal skills

Problem solving

Face-to-face interaction

Education

Bachelor’s degree in Business Administration, Marketing, Communications, or related field

Job description

We are a world-leading smart mobility SaaS company with over 2.6 million subscribers across 24 countries, and we are looking for a Senior Customer Success Officer to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Job Summary

The Customer Success Officer is responsible for maintaining strong customer relationships, preventing customer cancellations, and implementing effective retention strategies through both virtual and face-to-face customer engagement.

Key Responsibilities

• Conduct virtual and face-to-face retention activities with customers who are considering cancellation, non-renewal, or discontinuation of services.
• Identify customer concerns and reasons for churn, and provide appropriate solutions, alternatives, or offers to encourage retention.
• Build and maintain positive customer relationships through effective communication, active listening, and personalized service.
• Handle retention-related inquiries, complaints, and negotiations professionally while ensuring compliance with company policies.
• Monitor and document customer interactions, retention outcomes, and reasons for cancellation using the company’s CRM or reporting system.
• Achieve assigned retention, renewal, and customer satisfaction targets while providing feedback on recurring customer concerns and retention opportunities.

Qualifications

• Bachelor’s degree in (Business Administration, Marketing, Communications, or a related field is preferred).
• Minimum of 5 years of experience in customer service, customer success, account management, or a related field, with at least 2 years of experience in customer retention
• Excellent communication, negotiation, and interpersonal skills.
• Strong customer service and problem-solving abilities.
• Comfortable handling both virtual and face-to-face customer interactions.
• Goal-oriented, organized, and able to work under pressure.