Retention Specialist

WNS; Muntinlupa; On-site; PHP 420,000 - 540,000; Full time

Job summary

WNS Philippines is seeking a proactive Retention Specialist to oversee contract renewals for long-tail customers, ensuring renewals are completed on time and revenue remains stable.

You will collaborate with the Customer Success team, manage renewal pipelines and forecasting, and implement data-driven retention tactics to minimize churn and improve post-renewal experiences.

Qualifications

• Must be a college graduate.
• At least 2 years experience in renewals, retention or inside sales.
• Preferably with CRM background.
• Willing to work onsite and on shifting schedules.

Responsibilities

• Own end-to-end renewals for long-tail accounts, ensuring on-time contract completion and achievement of revenue targets.
• Proactively identify at-risk accounts and implement data-driven retention strategies to minimize churn.
• Work closely with Customer Success team to align on customer insights, engagement, and renewal messaging.
• Maintain accurate renewal pipeline, forecast performance, and track key retention metrics.
• Ensure smooth post-renewal experience, gather feedback, and support seamless handover to CSM team.
• Enhance digital renewal workflows, implement automated campaigns, and improve performance through data insights.

Skills

Retention/renewals experience

Inside sales

CRM software

Education

College degree

Tools

CRM software

Job description

Proactive and detail-focused Retention Specialist to oversee contract renewals for our long-tail customer segment. This role centers on commercial responsibilities, ensuring renewals are completed on time, minimizing churn, and sustaining revenue consistency.

Renewal Management: Own end-to-end renewals for long-tail accounts, ensuring on-time contract completion and achievement of revenue targets

Retention Strategy: Proactively identify at-risk accounts and implement data-driven retention strategies to minimize churn

CSM Collaboration: Work closely with Customer Success team to align on customer insights, engagement, and renewal messaging

Pipeline & Forecasting: Maintain accurate renewal pipeline, forecast performance, and track key retention metrics

Post-Sales Follow-Up: Ensure smooth post-renewal experience, gather feedback, and support seamless handover to CSM team

Process Optimization: Enhance digital renewal workflows, implement automated campaigns, and improve performance through data insights

Qualifications

• Must be a college graduate
• Must have at least 2 years experience in renewals, retention or inside sales experience
• Preferably with CRM background
• Willing to work onsite and on shifting schedules