Customer Retention Specialist

Customer Retention Specialist

A US fintech scaling its India team, protecting recurring revenue by keeping customers engaged past their first few months

Location: Remote (India)

About the Company

The fintech has partnered with Flexiple to hire a Customer Retention Specialist who can spot disengagement early and re-engage customers before they churn. Flexiple is a managed marketplace that helps global companies build high-performing teams and GCCs in India.

Role Overview

As Customer Retention Specialist, you will monitor engagement signals and run proactive outreach to keep customers active on the platform.

Key Responsibilities

Retention & Win-Back

• Identify at-risk accounts using usage and engagement signals before they churn
• Run outreach campaigns and one-on-one conversations to address customer concerns
• Own the win-back process for lapsed customers and track conversion from it

Insights & Collaboration

• Analyse churn reasons and share patterns with product and customer success teams
• Partner with support and success teams to resolve issues driving cancellations
• Maintain accurate records of retention outreach and outcomes in the CRM

Ideal Candidate Profile

• 1 to 4 years in customer success, retention, or a related customer-facing role
• Comfortable having direct conversations with customers who are considering leaving
• Data-comfortable — able to read usage trends and prioritise outreach accordingly
• Clear written and spoken English and a reliable remote-work setup

Preferred Qualifications

• Experience with a CRM or customer-success platform (HubSpot, Zendesk, or similar)
• Prior exposure to a subscription or recurring-revenue business model

What We Offer

• Direct, measurable ownership of a retention number leadership tracks weekly
• Remote-friendly, pan-India hiring with long-term placement
• A fast path into a broader customer success role for strong performers

Hiring Process

HR Screening → Assignment → Manager Round → Culture Fit

This posting fills one opening now, with your application retained for the next retention hire.