Customer Success - Retention Specialist

The Legends Agency; Cape Town; Hybrid; ZAR 200,000 - 300,000; Full time

Job summary

A dynamic client success firm in Cape Town is seeking a Customer Success - Retention Specialist to enhance client retention for UK-based clients in the hair and beauty sectors. This role involves engaging clients through personalized consultations and strategic insights to reduce churn and maximize software utilization. Ideal candidates will have 3-5 years of experience in customer success or account management within a SaaS or subscription-based environment.

Qualifications

• 3-5 years in client retention, account management, or customer success preferred.
• Experience with UK clients or international markets essential.
• Background in SaaS, marketing services, or subscription-based businesses is a plus.

Responsibilities

• Identify at-risk clients through monitoring behavior patterns.
• Conduct calls to re-engage and educate clients on platform value.
• Host meetings to understand business needs and tailor solutions.
• Deliver against retention KPIs, including calls made and meetings booked.

Skills

Client retention strategies

Salesforce

Communication skills

Problem-solving

Tools

Salesforce

Google Docs

Microsoft Office Suite

Slack

Job description

About the job Customer Success - Retention Specialist

Customer Success - Retention Specialist
Location: Cape Town
Salary: R25,000 R33,000 per month

About the Role

We are seeking a highly driven and experienced Customer Success - Retention Specialist to join our growing team in Cape Town. In this role, you will be responsible for retaining and re-engaging UK-based clients within the hair, beauty, wellness, and personal care sectors. Your mission is to reduce churn, deepen engagement, and ensure each partner realises the full value of our salon software solution.

You will be at the forefront of turning disengaged or hesitant clients into confident advocates through personalised consultation, strategic retention planning, and data-driven insights. Your expertise will help partners maximise their investment in the platform and set the foundation for long-term, successful relationships.

Key Responsibilities

Retention & Churn Prevention

Proactively identify at-risk clients by monitoring behaviour patterns, performance metrics, and account activity.

Conduct inbound and outbound calls with clients to re-engage, retain, and educate them on the value of the platform.

Client Relationship Management

Host digital meetings and consultations with UK-based partners to understand their business needs and challenges.

Tailor product solutions and training to support their unique goals and re-establish confidence in the platform.

Deliver against retention KPIs, including calls made, meetings booked, and clients successfully retained.

Educate clients on how to optimise their return on investment and fully leverage available tools.

Strategic Insights & Feedback

Record all interactions and outcomes in Salesforce CRM.

Share insights with internal teams to help improve onboarding, engagement, and service delivery processes.

Track and report on performance trends to influence future retention campaigns and strategies.

Process Improvement & Innovation

Work cross-functionally with Marketing, Sales, and Account Management to develop and trial new retention strategies.

Actively contribute to refining client journeys by identifying common issues and helping prevent them at earlier stages.

What Were Looking For

Experience

3-5 years in client retention, account management, or customer success (preferably B2B).

Experience working with UK clients or international markets is essential.

Background in SaaS, marketing services, digital platforms, or subscription-based businesses is a strong plus.

Skills & Tools

Proficient in Salesforce, Google Docs, Microsoft Office Suite, and Slack.

Clear and persuasive communicator with excellent phone and virtual presentation skills.

Ability to ask probing questions, understand root causes, and recommend targeted solutions.

Attributes

Resilient, resourceful, and highly solution-oriented.

Customer-obsessed with a commercial mindsetable to balance empathy with business goals.

Self-starter with a proactive mindset, keen to challenge the status quo and improve processes.

Why This Role?

Be part of a purpose-driven team helping small businesses grow through technology.

Join a high-performing environment where innovation and results are celebrated.

Play a key role in the success of a digital platform trusted by thousands of businesses across Europe.