Retention Assistant

Description

Job Summary: We are seeking a strategic Retention Analyst to retain customers, prevent cancellations, identify recovery opportunities, and ensure a positive experience—focused on results. Key Highlights: 1. Strategic involvement in customer retention and recovery. 2. Opportunity to map improvements and present insights. 3. Experience valued in Retention, Customer Success, Support, or Collections. ### **About the Role** We are looking for a **Retention Analyst** to strategically drive customer retention, ensure a positive experience, prevent cancellations, and identify recovery opportunities. We seek an analytical, communicative, and results-oriented professional. ### **Responsibilities** * Proactively and reactively engage with customers at risk of cancellation or who have requested contract termination. * Understand customer pain points and propose solutions, renegotiations, or alternatives for retention. * Identify churn drivers and map process improvement opportunities. * Monitor retention, delinquency, and churn metrics. * Prepare reports and present insights to relevant departments (Sales, Customer Success, Product, Finance). * Lead customer reactivation efforts and conduct post-retention follow\-up. * Record all interactions and actions in internal systems (CRM). ### **Requirements** * Prior experience in Retention, Customer Success, Support, Customer Service, Collections, or related areas. * Strong skills in persuasion, negotiation, and problem solving. * Excellent verbal and written communication skills. * Analytical mindset and organizational ability to manage multiple cases. * Ability to work under pressure and meet targets. Minimum Education: High School Diploma (Secondary Education)