Retention & Growth Analyst (SaaS) – Hybrid, Night Shift

MicroSourcing International; Quezon City; Hybrid; PHP 480,000 - 720,000; Full time

Benefits offered by this job

Healthcare day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Company-sponsored events

Job summary

MicroSourcing is seeking a Client Retention Executive to monitor customer usage data, identify retention risks, and enable proactive actions across Customer Success and Sales teams. This hybrid role in Eastwood, Quezon City, involves collaboration with subscriptions and data teams to improve account health and renewals.

The ideal candidate will leverage analytics, CRM, and BI tools to highlight opportunities, communicate insights clearly, and support value-driven engagement with clients.

Qualifications

• Experience in Customer Success, Account Management, or Data Analytics (preferably in SaaS or B2B subscriptions).
• Strong analytical skills; comfortable interpreting usage metrics and creating reports.
• Excellent communication and stakeholder coordination skills.

Responsibilities

• Identify retention risks and engagement opportunities from customer usage data.
• Collaborate with Customer Success, Sales, and Marketing to drive renewals and growth.
• Monitor subscription data using CRM and analytics platforms to spot at-risk accounts.
• Create dashboards and reports to track account health and trends for stakeholders.
• Support proactive retention actions with data-driven insights.

Skills

Customer Success

Data Analytics

Communication

Stakeholder Coordination

CRM familiarity

Education

Bachelor's degree or higher

Tools

Domo

Tableau

Power BI

CRM tools

Job description

Discover your 100% YOU with MicroSourcing!



Position: Client Retention Executive

Work setup: Hybrid | Night shift

Location: Eastwood, Quezon City

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Job Responsibilities:

The Client Retention Executive will play a key role in the overall performance, development, reporting and analyzing of customer usage data to proactively identify retention risks and engagement opportunities, enabling the Customer Success and Sales team to act early and effectively to retain and grow subscription accounts.

Reporting to the Global Customer Success Manager, the position will take responsibility for monitoring and analyzing customer subscription usage data in order to identify risks to retention, uncover engagement opportunities, and support targeted customer success actions that drive renewal and account growth.

You will work closely with the subscription, data, marketing, events and editorial departments and provide a direct link between the subscriptions teams and our external system providers.

The role has excellent growth potential, as you will not only be trained on current system and processes, but encouraged to develop new ways of working to further improve performance.

Key Responsibilities Will Include, But Are Not Limited To

• Identifying trends within our analytics platform Domo and collaborating with the Subscriptions and Customer Success teams to improve customer engagement.
• Monitor and analyse subscription usage data to identify at-risk accounts and growth opportunities using reporting tools, CRM and Subscription and Media platforms.
• Flag declining engagement or usage trends early to support proactive retention efforts.
• Identify and highlight new business opportunities to the Account Managers and Customer Success team.
• Support customer engagement initiatives by coordinating outreach and identifying value-driven touchpoints.
• Work closely with Sales team to ensure smooth handover and ongoing client success.
• Assist in developing dashboards or visualizations for internal stakeholders to track account health in DOMO.
• Identify and communicate challenges in platform usage across customer segments.
• Turn data insights into clear actions that help the Customer Success team keep customers.
• Collaborate with the Data Team to create bespoke reports (e.g., Surface Mining, Risks etc.) tailored to client needs.
  
  

Qualifications

• Experience in Customer Success, Account Management, or Data Analytics (preferably in SaaS or B2B subscriptions).
• Strong analytical skills; comfortable interpreting usage metrics and creating reports.
• Excellent communication and stakeholder coordination skills.
• Familiarity with CRM, BI tools (e.g., Tableau, Power BI, ThoughtSpot, Domo), and customer engagement platforms is a plus.
• High level computer skills and an ability to grasp new concepts quickly.
  
  

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply