Senior Customer Retention Officer

Cartrack Asia; Metro Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

Cartrack Asia, a world-leading smart mobility SaaS company, is hiring a Customer Success Officer to strengthen customer relationships, prevent cancellations, and implement effective retention strategies through both virtual and face-to-face engagements.

You will conduct retention activities, identify churn drivers, offer solutions, and document interactions in the CRM, while working toward assigned retention, renewal, and customer-satisfaction targets.

Qualifications

• Bachelor’s degree in business-related field preferred.
• Minimum 5 years in customer service, customer success, account management, or related field with at least 2 years in retention.
• Excellent communication, negotiation, and interpersonal skills.
• Strong customer service and problem-solving abilities.
• Comfortable handling both virtual and face-to-face interactions.
• Goal-oriented, organized, and able to work under pressure.

Responsibilities

• Conduct retention activities for customers considering cancellation.
• Identify churn reasons and provide solutions to encourage retention.
• Build and maintain positive customer relationships through communication and service.
• Handle retention inquiries, complaints, and negotiations professionally per policies.
• Monitor and document customer interactions and retention outcomes in CRM.
• Achieve assigned retention, renewal, and customer satisfaction targets.

Skills

Communication

Negotiation

Interpersonal

Problem-solving

Retention strategies

Education

Bachelor’s degree in Business Administration / Marketing / Communications

Tools

CRM software

Reporting systems

Job description

We are a world-leading smart mobility SaaS company with 2,800,000 subscribers across 23 countries and we are looking for a Customer Success Officer to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Job Summary

The Customer Success Officer is responsible for maintaining strong customer relationships, preventing customer cancellations, and implementing effective retention strategies through both virtual and face-to-face customer engagement.

Key Responsibilities

• Conduct virtual and face-to-face retention activities with customers who are considering cancellation, non-renewal, or discontinuation of services.

• Identify customer concerns and reasons for churn, and provide appropriate solutions, alternatives, or offers to encourage retention.

• Build and maintain positive customer relationships through effective communication, active listening, and personalized service.

• Handle retention-related inquiries, complaints, and negotiations professionally while ensuring compliance with company policies.

• Monitor and document customer interactions, retention outcomes, and reasons for cancellation using the company’s CRM or reporting system.

• Achieve assigned retention, renewal, and customer satisfaction targets while providing feedback on recurring customer concerns and retention opportunities.

Qualifications

• Bachelor’s degree in (Business Administration, Marketing, Communications, or a related field is preferred).

• Minimum of 5 years of experience in customer service, customer success, account management, or a related field, with at least 2 years of experience in customer retention

• Excellent communication, negotiation, and interpersonal skills.

• Strong customer service and problem-solving abilities.

• Comfortable handling both virtual and face-to-face customer interactions.

• Goal-oriented, organized, and able to work under pressure.