Retention Specialist

Lofty; Philippines; On-site; PHP 446,000 - 893,000; Full time

Job summary

Lofty is seeking a Retention Specialist in the Philippines to protect revenue and deepen client relationships. You will engage with customers considering cancelation or downgrades, guiding them through discovery to uncover unmet needs and present tailored solutions that keep them growing on the platform.

The role blends empathy and strategy with a focus on proactive outreach, resolving objections, and turning challenging conversations into positive outcomes while maintaining a metrics-driven

Qualifications

• 2+ years of sales, account management, or customer retention experience
• SaaS or real estate industry experience preferred
• Proven ability to handle objections with professionalism
• Strong verbal and written communication skills
• Self-motivated and goal-oriented with a track record of hitting or exceeding targets
• Comfortable working across CRM tools and customer communication platforms

Responsibilities

• Strengthen Lofty's revenue retention by providing exceptional, timely outreach and support to clients at risk of canceling or downgrading
• Engage with customers across phone, email, and text to understand their situation and build trust
• Demonstrate the value of Lofty by walking clients through their account performance and opportunities
• Ask probing discovery questions and handle objections to uncover root causes and present solutions
• Apply listening and conflict resolution skills to de-escalate frustrated clients
• Become a product expert across Lofty’s solutions and tailor recommendations
• Communicate clearly with clients and internal teams
• Stay organized and efficient in a fast-paced, metrics-driven environment
• Consistently achieve and exceed monthly retention goals

Skills

Communication skills

Sales experience

Account management

Tools

HubSpot

Aircall

Job description

Retention Specialist

Company : Lofty
Job Type : Full Time Philippines

Job Description - Retention Specialist

About the Role

As a Retention Specialist, you'll be on the front lines of protecting Lofty's revenue and deepening client relationships. You'll work directly with customers who are considering canceling or downgrading their accounts, guiding them through a discovery process to uncover unmet needs, highlight untapped value, and present tailored solutions that keep them growing on the platform. This role is equal parts empathy and strategy — you'll need the instincts of a skilled salesperson and the heart of a true customer advocate.

What You'll Do

• Strengthen Lofty's revenue retention by providing exceptional, timely outreach and support to clients at risk of canceling or downgrading
• Engage with customers across phone, email, and text to understand their situation and build trust
• Demonstrate the value of Lofty by walking clients through their account performance, warm lead activity, and automation opportunities they may not be leveraging
• Ask probing discovery questions and handle objections with confidence to uncover root causes and present the right solutions
• Apply strong listening and conflict resolution skills to de-escalate frustrated clients and turn difficult conversations into positive outcomes
• Become a product expert across all of Lofty's solutions, adapting recommendations quickly to fit each client's unique needs and goals
• Communicate clearly and professionally — both externally with clients and internally across teams
• Stay organized and efficient in a fast-paced, metrics-driven environment
• Consistently achieve and exceed monthly retention goals

What We're Looking For

• 2+ years of experience in sales, account management, or customer retention at a US-based company
• SaaS or real estate industry experience strongly preferred
• Proven ability to handle objections and navigate difficult conversations with professionalism
• Strong verbal and written communication skills
• Self-motivated and goal-oriented with a track record of hitting or exceeding targets
• Comfortable working across CRM tools and customer communication platforms

Nice to Have

• Familiarity with real estate workflows, agent/broker business models, or real estate tech
• Experience with tools like HubSpot, Aircall, or similar platforms