Retention Specialist (m/f/d)

At Shiftmove, customer retention is where empathy meets impact. Every conversation with a customer is a chance to listen, understand, and create value that lasts. Our Retention team plays a key role in turning challenges into opportunities, identifying why customers leave, addressing their concerns, and, whenever possible, rebuilding long-term partnerships.

As Shiftmove continues to grow across Europe, your primary mission will be combining the care of Customer Experience with the drive of Sales. You’ll use your empathy, communication, and negotiation skills to protect revenue, strengthen relationships, and shape how customers experience Shiftmove long after they sign their first contract.

Join us in creating meaningful conversations that drive real business results, one win-back at a time.

What You Will Do

• Contact customers who have submitted termination requests to understand the reasons behind their decision

• Listen, empathise, and negotiate win-back opportunities by highlighting the value of our solution

• Collaborate with internal teams (ADV, Sales, Support, Product) to share key feedback and insights from churned customers

• Track and categorize churn reasons to help shape company's retention strategy

• Develop and refine your negotiation, communication, and customer psychology skills through real customer interactions

• Contribute to building better offboarding and win-back processes as the function evolves

In the near future, this role will evolve into a more strategic position, proactively engaging customers before contract renewal dates, showcasing the value they’ve gained, and helping them envision continued success with us. 

Your Profile

• You’re solution-oriented, resilient, and naturally curious. Skilled at building trust, following up, and communicating with empathy 

• Empathetic and persuasive communicator who enjoys turning challenges into opportunities 

• Comfortable handling difficult conversations with active listening, professionalism and tact 

• Curious and eager to understand customer motivations and emotions 

• Organized, resilient, and motivated by clear outcomes (e.g., successful win-backs)

• Excited about growing into a more strategic customer growth role over time 

Our Offer

• Learning: Develop strong foundations in customer success, relationship building, trust management, and sales negotiation techniques
• Impact: Play a key role in shaping processes and making a real difference within our Customers' Journey
• Culture: A cheerful, motivated, and collaborative team where empathy and curiosity matter just as much as technical skills.
• Long-term stability with a permanent employment contract (CDI) and a 39-hour workweek
• Flexible work setup: Remote work and flexible working hours after probation
• Meal vouchers to support your daily well-being
• Full health insurance, including your whole family
• Online benefit platform (Leeto) offering discounts on a variety of activities
• We invest in your growth: Wherever you want to take your career, we’ll support you along the way