Customer Success Specialist – Retention & Reactivation Specialist

Overview

Key Responsibilities

• Build strong, long-term relationships with customers to ensure satisfaction and success.
• Monitor lapsed customer segments and those with risk indicators such as low engagement, or unactivated core features.
• Execute reactivation playbooks across multiple channels (calls, messages, and win-back offers) within company policy, and schedule short guidance calls when needed.
• Respond promptly to customer inquiries and complaints through multiple channels, prioritizing lapsed or at-risk accounts.
• Resolve and track cases while maintaining detailed documentation in the CRM, including reason classification, outcome, next step, and follow-up date.
• Collaborate with Product, Support teams to close root causes impacting retention.
• Conduct post-reactivation check-ins to confirm sustained usage of core features.
• Handle feedback and complaints, turning them into opportunities for improvement.
• Act as the voice of the customer, sharing insights to prevent repeat churn causes and enhance the customer experience.
• Prepare a weekly report summarizing reactivation rates by cohort, saved accounts, top 5 churn reasons, recurring bottlenecks, owners, and expected resolution.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, or related field.
• 1–3 years’ experience in Customer Success, Retention, or Advanced Support.
• Comfortable with outbound calling and proactive communication.
• Excellent communication skills (written and verbal) in Arabic and English.
• Hands-on experience with CRM systems (preferably Zoho CRM or HubSpot).
• Strong analytical, problem-solving, and prioritization skills with ability to build weekly reports in Google Sheets/Excel (filters/pivots).

Personal Skills

• Empathy and strong customer understanding.
• Proactive thinking and initiative.
• Strong organizational and time management skills with high documentation accuracy.
• Team spirit and collaboration.
• Excellent communication with strong problem-solving abilities and resilience in outbound follow-ups.