Retention Specialist

Job Title: Retention Specialist

Location: Remote Latin America Preferred

Type of Contract: Full-Time

Salary Range: $2,000 - $3,000 monthly (plus performance-based bonus)

Language Requirements: Advanced English (written and spoken)

We are seeking a skilled Retention Specialist with experience in customer success and account management to join our growing team. You will play a key role in ensuring customer satisfaction, driving engagement, and leading renewal efforts for a large portfolio of accounts. Your work will directly impact customer loyalty, long-term retention, and the success of our healthcare compliance SaaS platform.

Key Responsibilities:

• Serve as the primary point of contact for a portfolio of low-spend accounts, focusing on retention and customer satisfaction.
• Drive awareness, product adoption, and re-engagement through proactive outreach and repeatable communication campaigns.
• Implement structured, scalable processes to ensure consistent engagement and renewals.
• Partner with Finance to resolve payment disputes, escalations, and account-related issues.
• Monitor customer health, identify risks, and implement strategies to improve engagement and retention.
• Direct customers to platform resources and support, maximizing their experience and value.
• Collaborate with Customer Success and Support teams to advocate for customers and improve overall processes.

Must-Have Qualifications:

• 2+ years of experience in Customer Success, Account Management, Client Services, or a related role.
• Strong organizational skills with the ability to manage high volumes of outreach and follow-ups.
• Experience using customer management tools (HubSpot experience is a plus).
• Excellent communication and problem-solving skills with a customer-first mindset.
• Comfortable working cross-functionally with Finance, Support, and Product teams.
• Proven track record of meeting or exceeding retention and satisfaction targets.

Preferred Qualifications:

• Experience in SaaS or subscription-based business models.
• Bachelors degree or equivalent professional experience.