Customer Retention Specialist

Job Title:Customer Retention Specialist
Location: Leatherhead, Surrey
Type: Full-Time | Permanent OFFICE BASED
Salary: £28,000 - £32,000 + comms - OTE £32-36,000
Reports To: Commercial Director

MUST HAVE RETENTION/RENEWALS EXPERIENCE

My client is seeking a Customer Retention Specialist to strengthen our relationships with existing clients, reduce churn, and drive renewal success.

Role Overview

This is a retention-first role focused on engaging with existing customers, ensuring their satisfaction, and encouraging long-term loyalty. You’ll act as a key touchpoint post-sale—working to understand customer needs, address concerns, and offer solutions that support retention and renewal.

You’ll also support the finance team by assisting with occasional payment-related queries or follow-ups, but your main objective is to keep our customers happy, engaged, and coming back.

Key Responsibilities

Customer Retention (Primary Focus)

• Proactively engage with customers via phone and email to build strong relationships.
• Identify and address reasons for potential cancellations—offering tailored solutions.
• Deliver compelling retention offers and product alternatives to meet evolving needs.
• Track and report retention metrics, customer feedback, and renewal trends.
• Support onboarding and check-in processes to ensure long-term customer satisfaction.
• Work closely with the sales, marketing, and service teams to improve customer journeys and retention strategies.
• Help shape our customer success approach by sharing insights from your conversations.

Credit Support (Secondary/Light Support)

• Assist with occasional follow-up on overdue invoices as part of customer engagement.
• Help resolve basic account-related queries in collaboration with the finance team.
• Ensure accurate notes are maintained on customer records related to billing or retention status.
• Support customer service when necessary

Key Skills & Experience

• Minimum 3 years in a retention or customer success role.
• A confident communicator with excellent listening and persuasive skills.
• Natural relationship builder who can stay calm and professional under pressure.
• Highly organised with strong attention to detail and ability to manage multiple priorities.
• Customer-first mindset with a proactive, problem-solving approach.
• Familiarity with CRM and account management tools.
• Bonus: basic understanding of invoicing or subscription-based services.

What We Offer

• Competitive salary + performance-based bonus
• 20 days holiday + bank holidays (increasing to 25 days with tenure)
• A friendly, dynamic, and supportive team culture
• Clear development path with training to boost salary and responsibility
• Company pension scheme
• Regular social events and team outings

If you're passionate about people, persuasive in conversation, and driven by customer success, and fit the criteria and location please apply