Retention Specialist

As a Retention Specialist you will play a critical role in protecting revenue and strengthening long-term client relationships. This role serves as the primary point of contact for at-risk clients, providing empathetic, solution-oriented support while identifying pain points, guiding resolution, and ensuring clients realize the full value of SpotOn solutions. Success in this role directly drives retention, revenue preservation, and client satisfaction, with opportunities to contribute to growth initiatives through upsell and proactive engagement

On a daily basis, you will:

• Manage inbound and outbound client interactions, including Salesforce cases, emails, and churn alerts, with urgency and professionalism.

• Engage B and C segment clients to resolve dissatisfaction, restore accounts, and prevent churn.

• Conduct proactive health checks, risk assessments, and escalations to safeguard account retention.

• Collaborate with Sales, Support, and Client Success teams to resolve issues and recover at-risk accounts.

• Recommend tailored solutions, product enhancements, and pricing adjustments to retain clients.

• Negotiate cancellations and execute creative retention strategies to preserve recurring revenue.

• Maintain accurate documentation of all client interactions, resolutions, and outcomes.

• Meet retention KPIs and performance targets, while identifying trends to improve engagement and revenue.

• Execute proactive outreach to accounts showing early signs of disengagement.

• Maintain expert knowledge of SpotOn products and value propositions to support client success.

• Respond promptly to client inquiries and online feedback, ensuring timely resolution and positive experiences.

• Deliver high-quality, accurate work and outcomes by consistently adhering to documented processes, including Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and checklists.

• Review and verify outcomes before submission to maintain consistency and high-quality standards.

• Identify and address process gaps or errors to drive continuous improvement and operational excellence.

What skill are we searching for?

• Strong communication, influence, and problem-solving skills; able to collaborate across teams and engage stakeholders.

• High emotional intelligence with exceptional written and verbal communication for client-facing interactions.

• Ability to manage multiple clients, cases, and projects in a fast-paced environment.

• Background in client retention, account management, or customer success with measurable success with solutions-oriented, proactive mindset with a focus on retention and client satisfaction.

• Adaptable and agile, able to navigate complexity and ambiguity while meeting deadlines.

• Depth of experience in client retention, account management, or customer success with measurable outcomes.

• Knowledge of payment processing, SaaS, or software solutions industries.

• Strong English skills both verbal and written with technical aptitude to effectively engage with disgruntled clients and conduct proactive outreach.   

• Adaptability and agility to comfortably navigate ambiguity and complexity with a flexible attitude that thrives in a fast-paced evolving environment. 

• 1–3 years of relevant retention experience in account management, support, retention or payment processing and/or software solutions industries.

• Availability to work in a hybrid work model, hours 14:00-22:00.

Here’s a bit about what we have to offer:

• Competitive pay: 8100 - 10100 PLN gross on CoE 

• Access to e-learning platforms

• Fully paid private healthcare in LuxMed

• Access to the Worksmile platform with a monthly top-up 

• Subsidized access to breakfast and lunch through the vending machine in Kraków office, and lunches in Gdańsk office once a week

• A laptop and essential work equipment provided by the company

• New, modern, bright and comfortable office space in the city centre 

• Access to the company’s library

• Great working atmosphere

• Chill out room with a PlayStation and games

• Free snacks and beverages in a kitchen

• Company parties and social activities

• Employee referral program

• Relocation Package within Poland