Remote Customer Success & Retention Specialist

Outsourced; Metro Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

Outsourced is seeking a Retention Specialist to drive customer engagement and long-term retention for a large portfolio of accounts. This is a high-volume, process-driven role focused on proactive outreach, product adoption, and relationship management.

You will help customers maximize value, identify risks early, and ensure access to resources to succeed. This is not a sales role; emphasis is on retention and satisfaction.

Qualifications

• 3-5 years in Customer Success, Account Management, or similar
• Experience managing high-volume accounts with strong organization
• Excellent verbal and written communication skills
• Strong relationship-building and customer service skills
• Experience with CRM platforms, preferably HubSpot
• Collaboration with cross-functional teams (Finance, CS, Support)
• Experience in SaaS/tech company is highly preferred
• Bachelor's degree or equivalent professional experience

Responsibilities

• Manage a portfolio of customer accounts and serve as the primary contact
• Proactively reach customers via calls and emails to drive product adoption
• Develop and execute outreach plans to maintain relationships
• Monitor account health and identify early disengagement signs
• Coordinate with Finance to resolve payment concerns and escalations
• Guide customers to platform resources and best practices
• Collaborate with CS, Support, and other teams to improve the customer experience
• Maintain accurate customer records in the CRM system

Skills

Customer Success

Account Management

CRM (HubSpot)

Communication skills

Problem solving

Team collaboration

Education

Bachelor's degree or equivalent

Tools

HubSpot

Job description

Outsourced is seeking a Retention Specialist to drive customer engagement and long-term retention for a large portfolio of accounts. This is a high-volume, process-driven role focused on proactive outreach, product adoption, and relationship management.

You will help customers maximize value, identify risks early, and ensure access to resources to succeed. This is not a sales role; emphasis is on retention and satisfaction.