Customer Retention Specialist

Customer Retention Specialist
A US fintech scaling its India team, protecting recurring revenue by keeping customers engaged past their first few months
Location: Remote (India)
About the Company
The fintech has partnered with Flexiple to hire a Customer Retention Specialist who can spot disengagement early and re-engage customers before they churn. Flexiple is a managed marketplace that helps global companies build high-performing teams and GCCs in India.
Role Overview
As Customer Retention Specialist, you will monitor engagement signals and run proactive outreach to keep customers active on the platform.
Key Responsibilities
Retention & Win-Back
Identify at-risk accounts using usage and engagement signals before they churn
Run outreach campaigns and one-on-one conversations to address customer concerns
Own the win-back process for lapsed customers and track conversion from it
Insights & Collaboration
Analyse churn reasons and share patterns with product and customer success teams
Partner with support and success teams to resolve issues driving cancellations
Maintain accurate records of retention outreach and outcomes in the CRM
Ideal Candidate Profile
1 to 4 years in customer success, retention, or a related customer-facing role
Comfortable having direct conversations with customers who are considering leaving
Data-comfortable — able to read usage trends and prioritise outreach accordingly
Clear written and spoken English and a reliable remote-work setup
Preferred Qualifications
Experience with a CRM or customer-success platform (HubSpot, Zendesk, or similar)
Prior exposure to a subscription or recurring-revenue business model
What We Offer
Direct, measurable ownership of a retention number leadership tracks weekly
Remote-friendly, pan-India hiring with long-term placement
A fast path into a broader customer success role for strong performers
Hiring Process
HR Screening → Assignment → Manager Round → Culture Fit
This posting fills one opening now, with your application retained for the next retention hire.

Work arrangement
No