Hybrid Customer Retention Specialist

Position Overview 

The Customer Retention & Billing Specialist is a key contributor to both client satisfaction and revenue continuity, serving as a bridge between the Customer Success and Finance teams. This bilingual role focuses on managing renewals for unmanaged customer accounts and overseeing key billing responsibilities including invoicing and collections. The ideal candidate is fluent in both French and English, excels at communication, and thrives in a dynamic, hybrid work environment. 

Key Responsibilities: 

Customer Retention & Renewal Support 

• Manage the renewal process for unmanaged accounts: draft, communicate, and finalize renewal contracts. 

• Support Account Managers with key data (usage stats, contracts, user counts) to streamline the renewal process for managed accounts. 

• Monitor customer usage and proactively reach out to low-usage clients to provide support and uncover barriers to engagement. 

• Conduct client satisfaction surveys and identify areas for improvement. 

• Coordinate additional training sessions to maximize product usage 

• Ensure accuracy and timeliness of all renewal documents. 

• Maintain detailed and up-to-date records of renewals and communications in Salesforce. 

Billing & Collections 

• Collaborate with the Finance team to prepare and issue client invoices accurately and on time. 

• Follow up with clients on outstanding invoices, ensuring timely collection of payments. 

• Document all billing-related communications and status updates in Salesforce and billing platforms. 

• Provide feedback to internal teams on recurring billing or collection issues to improve future processes. 

Qualifications 

• Fluency in French and English is required, both written and verbal. 

• Experience in customer retention, renewals, sales support, or billing. 

• Strong organizational skills with the ability to manage multiple renewals and billing tasks simultaneously. 

• Excellent attention to detail and accuracy, especially in documentation and financial processes. 

• Comfortable with hybrid work arrangements (remote and in-office). 

• Familiarity with Salesforce and contract/invoicing tools is a plus. 

• Ability to work independently while contributing to cross-functional teams.

We are mainly looking for someone able to work in a hybrid setting, with preference to be located in the North of France for easier accessibility, but we are open to consider candidates from Europe with flexibility towards occasional travels.