Job Title: Customer Retention Specialist
Location: Leatherhead, Surrey
Type: Full-Time | Permanent OFFICE BASED
Salary: £28,000 - £32,000 comms - OTE £32-36,000
Reports To: Commercial Director
MUST HAVE RETENTION/RENEWALS EXPERIENCE
My client is seeking a Customer Retention Specialist to strengthen our relationships with existing clients, reduce churn, and drive renewal success.
Role Overview
This is a retention-first role focused on engaging with existing customers, ensuring their satisfaction, and encouraging long-term loyalty. You'll act as a key touchpoint post-sale—working to understand customer needs, address concerns, and offer solutions that support retention and renewal.
You'll also support the finance team by assisting with occasional payment-related queries or follow-ups, but your main objective is to keep our customers happy, engaged, and coming back.
Key Responsibilities
Customer Retention (Primary Focus)
- Proactively engage with customers via phone and email to build strong relationships.
- Identify and address reasons for potential cancellations—offering tailored solutions.
- Deliver compelling retention offers and product alternatives to meet evolving needs.
- Track and report retention metrics, customer feedback, and renewal trends.
- Support onboarding and check-in processes to ensure long-term customer satisfaction.
- Work closely with the sales, marketing, and service teams to improve customer journeys and retention strategies.
- Help shape our customer success approach by sharing insights from your conversations.
Credit Support (Secondary/Light Support)
- Assist with occasional follow-up on overdue invoices as part of customer engagement.
- Help resolve basic account-related queries in collaboration with the finance team.
- Ensure accurate notes are maintained on customer records related to billing or retention status.
- Support customer service when necessary
Key Skills & Experience
- Minimum 3 years in a retention or customer success role.
- A confident communicator with excellent listening and persuasive skills.
- Natural relationship builder who can stay calm and professional under pressure.
- Highly organised with strong attention to detail and ability to manage multiple priorities.
- Customer-first mindset with a proactive, problem-solving approach.
- Familiarity with CRM and account management tools.
- Bonus: basic understanding of invoicing or subscription-based services.
What We Offer
- Competitive salary performance-based bonus
- 20 days holiday bank holidays (increasing to 25 days with tenure)
- A friendly, dynamic, and supportive team culture
- Clear development path with training to boost salary and responsibility
- Company pension scheme
- Regular social events and team outings
If you're passionate about people, persuasive in conversation, and driven by customer success, and fit the criteria and location please apply