Senior Retention Specialist

Outsourced Quality Assured Services Pty; Philippines; Remote; PHP 4,375,000 - 6,250,000; Full time

Job summary

Outsourced is seeking a Senior Retention Specialist to manage a large portfolio of accounts with a focus on proactive engagement and long-term retention. This role is remote, requiring a work-from-home setup and availability to align with EST business hours.

You will drive product adoption, identify early retention risks, and collaborate with various internal teams to improve customer satisfaction. A background in SaaS and strong communication skills are essential.

Qualifications

• 3–5 years in Customer Success or related role.
• Experience managing a high-volume portfolio with strong organization.
• Experience using CRM platforms, preferably HubSpot.
• Background in SaaS or technology preferred.

Responsibilities

• Manage a portfolio of customer accounts as primary contact.
• Proactively engage customers via calls and emails to drive product adoption and long-term engagement.
• Develop outreach plans to maintain strong customer relationships throughout the lifecycle.
• Monitor account health and identify early signs of disengagement or retention risk.
• Collaborate with Finance to resolve payment concerns and account escalations.
• Guide customers to platform resources and best practices to maximize value."
• Maintain accurate customer records and activity in the CRM.

Skills

Customer communication

Relationship-building

Problem-solving

Organizational skills

Education

Bachelor's degree or equivalent

Tools

HubSpot

Job description

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Senior Retention Specialist

Full Time Employee

Job Summary

Strategic Retention Specialist with experience in SAAS industry

Job Description

About us:

Outsourced is a leading ISO certified global offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Our client is a leading provider of healthcare compliance solutions, helping organizations simplify regulatory requirements, reduce risk, and confidently manage their compliance programs through an innovative technology platform and expert guidance.

If you're passionate about helping customers succeed while making a meaningful impact in the healthcare industry, we'd love to hear from you.

About the Role:

As a Retention Specialist, you'll play a key role in driving customer engagement and long-term retention across a large portfolio of accounts. This is a high-volume, process-driven role focused on proactive customer outreach, product adoption, and relationship management.

You'll help customers maximize the value of their investment by keeping them engaged, identifying potential risks early, and ensuring they have the resources they need to succeed. This is not a sales role-your primary focus is customer retention and customer satisfaction.

Key Responsibilities

• Manage a portfolio of customer accounts, serving as their primary point of contact.
• Proactively engage customers through calls, emails, and other outreach to drive product adoption and long-term engagement.
• Develop and execute consistent outreach plans to maintain strong customer relationships throughout the customer lifecycle.
• Monitor account health and identify early signs of customer disengagement or retention risk.
• Partner with the Finance team to resolve payment concerns, account issues, and customer escalations.
• Guide customers to relevant platform resources and best practices to maximize product value.
• Collaborate with Customer Success, Support, and other internal teams to improve the overall customer experience.
• Maintain accurate customer records and activity within the CRM system.

Qualifications

• 3-5 years of experience in Customer Success, Account Management, Client Services, Customer Support, or another customer-facing role.
• Proven ability to manage a high-volume portfolio while maintaining excellent organization and follow-through.
• Strong verbal and written communication skills.
• Excellent relationship-building, problem-solving, and customer service skills.
• Experience using CRM platforms, preferably HubSpot.
• Comfortable collaborating with cross-functional teams, including Finance, Customer Success, and Support.
• Experience in a subscription-based, SaaS, or technology company is highly preferred.
• Bachelor's degree or equivalent professional experience.

Work Schedule:

Monday to Friday, 8:30AM to 5:30PM EST

Work Set-up:

Work From Home (must have at least 50MBPS internet speed)

Note:As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.