Retention and Support Specialist

1 week ago


Manila, National Capital Region, Philippines Emapta Full time

Champion Customer Success and Retention at a Global Scale

Keep customers connected, supported, and thriving. In this role, you'll lead retention strategies and become the voice of customer advocacy in the tech space—all from the comfort of your home. Here's your opportunity to build a global career in customer success while staying rooted in your home country. Take part in high-level support operations, work with international clients, and make your mark in a role that values strategic thinking, collaboration, and growth.

Job Description

As a Retention and Support Specialist, you will manage customer accounts, drive retention and renewals, handle escalations, and collaborate with cross-functional teams to ensure long-term customer success and satisfaction across global markets.

Job Overview

Employment type: Full-time

Shift: Night Shift (Shifting)

Work setup: Permanent WFH

Perks: Day 1 HMO, Above-market salary, Global exposure

Exciting Perks Await

  1. Day 1 HMO coverage with free dependent
  2. Competitive Salary Package
  3. Night differential pay to maximize your earnings
  4. Permanent WFH arrangement
  5. Unlimited upskilling through Emapta Academy courses
  6. Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
  7. Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
  8. Unlimited opportunities for employee referral incentives across the organization
  9. Standard government and Emapta benefits
  10. Total of 20 annual leaves to be used at your discretion (including 5 credits convertible to cash)
  11. Fun engagement activities for employees
  12. Mentorship and exposure to global leaders and teams
  13. Career growth opportunities
  14. Diverse and supportive work environment

The Qualifications We Seek

  1. 3+ years of experience in customer success, retention, or account management
  2. Strong knowledge of renewals and revenue retention strategies
  3. Excellent communication, problem-solving, and risk management skills
  4. Experience managing escalations and working cross-functionally
  5. Proficiency in Salesforce (CRM), ChurnZero (customer health tracking), Salesloft (communication), Zendesk/Intercom (support), and Rocketlane (project management)
  6. Familiarity with Zuora or Recurly for billing data review (view-only access)
  7. Comfortable using Device Magic Back End when required

Your Daily Tasks

  1. Manage customer accounts and ensure contract fulfillment
  2. Achieve 90%+ gross retention by handling renewals and price adjustments
  3. Execute strategic save plans to prevent churn and revenue loss
  4. Act as the internal advocate for customer needs
  5. Manage and resolve escalations with effective coordination
  6. Collaborate across departments to assess and mitigate risks
  7. Partner with POD team members to ensure customer success
  8. Work alongside support, billing, and professional services teams for seamless execution

About the Client

Powering Business Agility with Smart Digital Solutions

Our client is a leader in digital transformation, helping businesses modernize operations through customizable mobile-first software platforms. With powerful tools that streamline workflows and enhance productivity, they enable clients to operate faster, smarter, and with greater flexibility in an ever-evolving digital world.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra

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