Senior Customer Success & Retention Specialist

Hammerjack Pty Ltd

Philippines

On-site

PHP 600,000 - 900,000

Full time

2 days ago

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Job summary

Hammerjack Pty Ltd, a world-leading smart mobility SaaS company, is seeking a Senior Customer Success Officer in the Philippines to deepen customer relationships, prevent cancellations, and implement effective retention strategies through both virtual and face-to-face engagement.

The role focuses on conducting retention activities, identifying churn drivers, negotiating solutions, and maintaining proactive communication to achieve renewal and customer-satisfaction targets while working closely

Qualifications

Bachelor’s degree in Business Administration, Marketing, Communications, or related field.
Minimum 5 years in customer service/success/account management with at least 2 years in retention.
Excellent communication, negotiation, and interpersonal skills.
Strong customer service and problem-solving abilities.
Comfortable 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.
Identify churn reasons and offer solutions to encourage retention.
Build and maintain positive customer relationships through communication and personalized service.
Handle retention inquiries, complaints, and negotiations professionally.
Monitor and document interactions, retention outcomes, and cancellation reasons in CRM.
Achieve retention, renewal, and satisfaction targets; provide feedback on retention opportunities.