Retention and Support Specialist
1 week ago
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
- Day 1 HMO coverage with free dependent
- Competitive Salary Package
- Night differential pay to maximize your earnings
- Permanent WFH arrangement
- Unlimited upskilling through Emapta Academy courses
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used at your discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
The Qualifications We Seek
- 3+ years of experience in customer success, retention, or account management
- Strong knowledge of renewals and revenue retention strategies
- Excellent communication, problem-solving, and risk management skills
- Experience managing escalations and working cross-functionally
- Proficiency in Salesforce (CRM), ChurnZero (customer health tracking), Salesloft (communication), Zendesk/Intercom (support), and Rocketlane (project management)
- Familiarity with Zuora or Recurly for billing data review (view-only access)
- Comfortable using Device Magic Back End when required
Your Daily Tasks
- Manage customer accounts and ensure contract fulfillment
- Achieve 90%+ gross retention by handling renewals and price adjustments
- Execute strategic save plans to prevent churn and revenue loss
- Act as the internal advocate for customer needs
- Manage and resolve escalations with effective coordination
- Collaborate across departments to assess and mitigate risks
- Partner with POD team members to ensure customer success
- 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
#J-18808-Ljbffr-
Retention and Support Expert
1 week ago
Manila, National Capital Region, Philippines Emapta Full timeEmapta Philippines 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.As a Retention and...
-
Retention Specialist Leader
2 weeks ago
Manila, National Capital Region, Philippines Quess (Philippines) Corp Full timeWe are looking for a highly skilled Retention Specialist Leader to join our team at Quess (Philippines) Corp.Job DescriptionThis role involves managing people as an OM, ensuring efficient operations, and maximizing productivity. The successful candidate should have relevant experience as an Operations Manager (Retention), with a focus on sales &...
-
Retention Specialist
2 weeks ago
Manila, National Capital Region, Philippines Quess (Philippines) Corp Full timeRetention Specialist - Up to 30k Salary - Start Asap - Virtual InterviewResponsibilities:Must have sales/retention/cancellation/subscription experienceAbout Us:Quess Corp Limited (Quess) is India's leading business services provider, leveraging our extensive domain knowledge and future-ready digital platforms to drive client productivity through outsourced...
-
Sales Retention Specialist
6 days ago
Manila, National Capital Region, Philippines Quess (Philippines) Corp Full timeAbout the RoleWe are looking for a skilled Sales Retention Specialist to join our team in Manila. In this role, you will be responsible for driving sales growth, building strong relationships with customers, and delivering exceptional customer service.Main Responsibilities:Sales Growth: Drive sales growth by developing and implementing effective sales...
-
Customer Retention Specialist
2 weeks ago
Manila, National Capital Region, Philippines Pelicen Incorporated Full timeAt Pelicen Incorporated, we are passionate about delivering exceptional service excellence and setting the highest standards for business operation and corporate governance.Job OverviewWe are seeking a highly skilled Customer Retention Specialist to join our team. As a key member of our organization, you will play a critical role in managing assigned...
-
Retention Specialist
6 days ago
Manila, National Capital Region, Philippines ECLARO Full timeWe are seeking a Customer Success Manager Lead to join our team at ECLARO. In this role, you will be responsible for managing a dedicated book of business, targeting smaller clients with lower contract values.As a vital part of our Customer Success team, you will act as an advocate focused on maximizing retention and delivering an exceptional customer...
-
Client Retention Specialist
2 weeks ago
Manila, National Capital Region, Philippines ConnectOS Full timeAbout ConnectOSWe are a leading provider of offshore talent for organizations worldwide and one of the fastest-growing offshoring companies in the world. With over a decade of experience, we specialize in premium resourcing and productivity solutions.We are committed to helping companies across industries overcome resourcing challenges with innovative...
-
Retention and Sales Specialist
4 weeks ago
Manila, National Capital Region, Philippines Firstsource Solutions Limited Full timeBACKGROUND TO THE REQUIREMENT:The Customer Retention Specialist – reports to the Customer Service Supervisor. The Retention Specialist will be a key player in our sales-focused team, possessing advanced knowledge of our products, procedures, and guidelines. This role is pivotal in retaining customers who are considering discontinuing their services with...
-
Customer Retention and Growth Specialist
1 week ago
Manila, National Capital Region, Philippines Firstsource Solutions Limited Full timeOverview:Firstsource Solutions Limited is seeking a highly skilled Customer Retention and Growth Specialist to join our sales-focused team. This role is pivotal in retaining customers who are considering discontinuing their services with us.
-
Sales Specialist for Customer Retention
1 week ago
Manila, National Capital Region, Philippines SolarWinds Full timeSolarWinds is a leading provider of simple, powerful, and secure solutions that accelerate business transformation.We're seeking a highly motivated and experienced professional to join our team as a Sales Specialist for Customer Retention.Your Key Responsibilities:Drive industry-leading renewal rates and maintain a large volume of renewals with high call and...
-
Retention Strategy Partner
7 days ago
Manila, National Capital Region, Philippines S&P Global Market Intelligence Full timeAbout the Job:We are looking for a skilled Retention Strategy Partner who can provide expert-level support to our sales teams. This individual will work closely with Revenue leadership to develop and implement customer retention strategies, driving revenue growth and improving customer satisfaction.Responsibilities:Develop and implement customized retention...
-
Account Growth and Retention Specialist
5 days ago
Manila, National Capital Region, Philippines Manila Bankers Life and General Assurance Corporation Full timeJob Summary:We are seeking an experienced Account Growth and Retention Specialist to join our sales team at Manila Bankers Life and General Assurance Corporation.About the Role:This role involves developing and implementing strategies to grow and retain existing client relationships, driving revenue growth and increasing customer satisfaction.Key...
-
Retention Marketing Specialist
6 days ago
Manila, National Capital Region, Philippines Emapta Full timeUnlock Your Potential as a Global Email DesignerWe're looking for a skilled Email Designer to join our dynamic team, where you'll craft engaging email campaigns that drive results. With a focus on retention marketing, you'll work closely with colleagues to develop designs that captivate worldwide audiences.Your Key Responsibilities:Develop visually appealing...
-
Email and SMS eCommerce Retention Specialist
4 weeks ago
Manila, National Capital Region, Philippines VTS Global Full timeJob Title:Email and SMS eCommerce Retention Specialist (Klaviyo Expert)Location:RemoteJob Type:Part-TimeSalary:45k 50k PHPAbout Us:At VTS Global, we're all about creating, building and growing global brands that make a difference. Our portfolio includes brands like South Street Designs, VersaChalk, Silver Phantom Jewelry etc, with a strong emphasis on supply...
-
Executive Support Specialist
6 days ago
Manila, National Capital Region, Philippines Prime@Technology Specialist Inc. Full time**Job Summary:**We are seeking an Executive Support Specialist to join our team at Prime@Technology Specialist Inc.The successful candidate will be responsible for providing administrative support to our executives, scheduling meetings, managing calendars, and maintaining accurate records.Key Responsibilities:Provide exceptional administrative support to...
-
Client Growth and Retention Specialist
6 days ago
Manila, National Capital Region, Philippines Sutherland Full timeWe are looking for a Client Growth and Retention Specialist to join our team at Sutherland. As a key member of our customer success team, you will be responsible for developing and implementing strategies to drive business growth and customer satisfaction.Key Responsibilities:Evaluate customer needs and develop targeted solutions to address their...
-
Customer Retention Specialist
2 weeks ago
Manila, National Capital Region, Philippines Outsourced Full timeWe are looking for a seasoned professional to join our team as a Customer Success Partner. In this role, you will be responsible for managing the relationships and retention of our key strategic clients.The ideal candidate will have a proven track record of developing and executing comprehensive account plans, building strong relationships with clients, and...
-
Technical Support Specialist
7 days ago
Manila, National Capital Region, Philippines Support Services Group Full timeWe're looking for a Technical Support Specialist to join our team. In this role, you will be responsible for providing technical support to customers via phone, email, or chat.Key Responsibilities:Providing technical assistance to customers on various products and services.Diagnosing and resolving technical issues in a timely and efficient...
-
Email and SMS Retention Specialist
4 days ago
Manila, National Capital Region, Philippines Chronos Agency Full timeKey ResponsibilitiesThe Email Marketing Specialist will be responsible for executing and optimizing email, SMS, and other retention marketing campaigns. They will work closely with the creative team to produce high-quality and high-converting emails.The ideal candidate will have hands-on experience with marketing platforms like Klaviyo, HubSpot, or Mailchimp...
-
Customer Retention Coordinator
2 weeks ago
Manila, National Capital Region, Philippines Delinea Full timeAbout Delinea: As a pioneer in identity security, Delinea empowers organizations to protect themselves from identity-related threats. Our platform applies context and intelligence to the identity lifecycle, ensuring seamless interactions across the modern enterprise. With intelligent authorization, Delinea's customers can discover all identities, assign...