Senior Customer Success & Retention Leader

Cartrack; Makati; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Cartrack, a world-leading smart mobility SaaS company, is seeking a Senior Customer Success Officer to maintain strong customer relationships and implement retention strategies through both virtual and face-to-face engagement.

You will help prevent cancellations, address churn, and work with customers to deliver renewal outcomes while collaborating with cross-functional teams and utilizing CRM to report retention results.

Qualifications

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

Responsibilities

• Conduct virtual and face-to-face retention activities with customers 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.

Skills

Customer success

Communication

Negotiation

Interpersonal skills

Problem solving

Face-to-face interaction

Education

Bachelor’s degree in Business Administration, Marketing, Communications, or related field

Job description

Cartrack, a world-leading smart mobility SaaS company, is seeking a Senior Customer Success Officer to maintain strong customer relationships and implement retention strategies through both virtual and face-to-face engagement.

You will help prevent cancellations, address churn, and work with customers to deliver renewal outcomes while collaborating with cross-functional teams and utilizing CRM to report retention results.