Retention Analyst

• Monitor engagement, product usage, and account risk indicators across the Business customer portfolio
• Conduct proactive outreach and develop action plans to engage at-risk accounts before a cancellation request is submitted
• Handle and negotiate formal cancellation requests from Business customers
• Identify the underlying reasons for dissatisfaction or churn and apply commercial and operational retention and negotiation strategies
• Keep ticket-tracking systems and reports, as well as churn-reason records, up to date
• Identify opportunities to improve the product and internal processes based on customer feedback
• Collaborate with colleagues in the segment and work closely with the CSM team

• Strong communication and empathy, with excellent verbal and written communication skills for handling difficult conversations and negotiating with dissatisfied customers
• Resilience and the ability to overcome objections, remain calm under pressure, practice active listening, and propose creative retention solutions
• Data-driven and organized, including recording interactions, tracking portfolio health metrics, and organizing the daily volume of customer contacts
• Proactive mindset and a strong sense of ownership
• Availability to work 40 hours per week
• Previous experience in Customer Success, Customer Service, Retention, Sales, or Support
• Basic knowledge of Customer Success methodologies (Health Score, NBR, Churn, and engagement)
• Familiarity with CRM tools such as Pipedrive
• Experience in startups and/or B2B SaaS is a plus
• Experience with AI is a plus

• Fully remote work throughout your time with the company
• National medical insurance with no co-payment
• Flexibility to allocate your benefits toward meal and/or food allowances
• Access to discounted medications and healthcare products
• All work equipment provided (laptop, headset, mouse, etc.)
• Bonuses for successful employee referrals
• Access to WellHub and TotalPass, with a variety of wellness solutions
• Close interaction with founders and partners
• Plenty of freedom—and support—to be yourself
• Relaxed and collaborative environment
• Casual dress code
• Access to dental insurance
• Extended maternity and paternity leave
• Birthday day off
• Extensive learning and growth opportunities