SaaS Retention & Growth 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

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