Remote SaaS Retention Specialist — Customer Success Focus

Outsourced Quality Assured Services Pty; Philippines; Remote; PHP 4,375,000 - 6,250,000; Full time

Job summary

Outsourced is seeking a Senior Retention Specialist to manage a large portfolio of accounts with a focus on proactive engagement and long-term retention. This role is remote, requiring a work-from-home setup and availability to align with EST business hours.

You will drive product adoption, identify early retention risks, and collaborate with various internal teams to improve customer satisfaction. A background in SaaS and strong communication skills are essential.

Qualifications

• 3–5 years in Customer Success or related role.
• Experience managing a high-volume portfolio with strong organization.
• Experience using CRM platforms, preferably HubSpot.
• Background in SaaS or technology preferred.

Responsibilities

• Manage a portfolio of customer accounts as primary contact.
• Proactively engage customers via calls and emails to drive product adoption and long-term engagement.
• Develop outreach plans to maintain strong customer relationships throughout the lifecycle.
• Monitor account health and identify early signs of disengagement or retention risk.
• Collaborate with Finance to resolve payment concerns and account escalations.
• Guide customers to platform resources and best practices to maximize value."
• Maintain accurate customer records and activity in the CRM.

Skills

Customer communication

Relationship-building

Problem-solving

Organizational skills

Education

Bachelor's degree or equivalent

Tools

HubSpot

Job description

Outsourced is seeking a Senior Retention Specialist to manage a large portfolio of accounts with a focus on proactive engagement and long-term retention. This role is remote, requiring a work-from-home setup and availability to align with EST business hours.

You will drive product adoption, identify early retention risks, and collaborate with various internal teams to improve customer satisfaction. A background in SaaS and strong communication skills are essential.