CX Retention Specialist

We are seeking a proactive and execution-oriented CX Retention Specialist to support customer retention efforts by working directly with high-risk customers, with an initial focus on non-pay and billing-related churn risk. This role will help identify at-risk accounts, conduct proactive outreach, resolve billing-related friction points, and partner cross-functionally to prevent avoidable churn. Over time, the role will expand to support other churn-risk cohorts, including customers with declining usage, unresolved support issues, or elevated escalation risk.
Responsibilities:
Proactively engage customers identified as high churn risk, initially focusing on non-pay and billing-related risk.
Conduct outbound outreach through phone, email, and other channels to prevent avoidable suspension and churn.
Validate and update billing contacts and customer account information to improve communication effectiveness.
Partner closely with Billing, Support, and Customer Success teams to resolve issues impacting payment, account access, or customer continuity.
Triage common customer friction points such as portal access issues, password resets, billing confusion, and payment method problems.
Execute follow-up cadences and playbooks designed to recover at-risk ARR and improve customer retention outcomes.
Track outreach activity, issue resolution, and retention outcomes in a consistent, measurable way.
Provide feedback on recurring root causes and operational gaps to help improve internal processes and customer experience.
Contribute to the development and refinement of proactive churn-prevention playbooks and reporting.
Over time, support additional high-risk customer segments, such as accounts with usage drops, unresolved ticket backlogs, or other signs of churn risk.
Requirements:
2-5 years of experience in customer success, customer operations, billing operations, support operations, collections, or a similar customer-facing operational role.
Experience handling outbound customer outreach and managing issue resolution across multiple stakeholders. Strong experience in voice-based support for US customers
Strong verbal and written communication skills, with the ability to engage customers professionally and empathetically.
Ability to navigate customer friction points and drive resolution with urgency and follow-through.
Strong organizational skills and attention to detail.
Comfortable working with data, customer lists, and operational workflows to prioritize risk and track outcomes.
Ability to work cross-functionally and build effective working relationships with Billing, Support, Finance, and Customer Success partners.
Problem-solving mindset with the ability to identify patterns and suggest process improvements.
Experience in SaaS, subscription businesses, or retention-focused environments preferred.
Familiarity with CRM and support tools (e. g., Salesforce, Zendesk, Freshdesk).
Key Competencies: Customer Focus, Operational Discipline, Problem Solving, Cross-Functional Collaboration, Communication and Influence, Results Orientation, and Attention to Detail.
Success Measures:
Success in this role will be measured through metrics such as ARR retained, successful resolutions, reactivation rate, time to resolution for billing-related issues, and the number of high-risk customers proactively contacted.
Quality and consistency of customer follow-up and case management.

Experience
3-6 yrs