Customer Success Specialist – Retention

About the Role

We are seeking a dedicated Customer Success Specialist – Retention to join the Autobia team. In this pivotal role, you will play a critical part in nurturing and strengthening relationships with our existing merchants, ensuring their continued success and loyalty on our platform. Your primary focus will be on proactively identifying at-risk accounts, implementing strategic interventions to re-engage merchants before churn occurs, and fostering long-term partnerships that drive sustained activity and growth. This position is ideal for a proactive professional who thrives in a dynamic environment and is passionate about delivering exceptional customer experiences.

Key Responsibilities

• Monitor Merchant Activity: Continuously track and analyze merchant behavior to detect early signs of disengagement, such as declining order frequency or reduced platform usage. This vigilance enables timely interventions to mitigate churn risks.
• Engage with Merchants: Conduct regular check-in calls and business reviews to gain a deep understanding of each merchant’s challenges, goals, and evolving needs. Reinforce the value of our platform while building trust and rapport.
• Develop Retention Strategies: Design and execute customized retention plans tailored to the unique activity patterns and business requirements of at-risk merchants. Your solutions should address their specific pain points and align with their objectives.
• Collaborate Across Teams: Work closely with onboarding and reactivation teams to ensure seamless handoffs at critical stages of the merchant lifecycle. Effective communication and coordination are essential to maintaining continuity in the customer journey.
• Analyze and Report: Track key retention metrics, identify emerging trends, and provide data-driven insights to the team lead. Your reports will inform strategic decisions and help refine our retention efforts.
• Maintain CRM Records: Keep meticulous and up-to-date records of all merchant interactions, retention activities, and progress in our CRM system. Accuracy and attention to detail are paramount.
• Gather Merchant Feedback: Actively collect and analyze merchant feedback to identify recurring pain points. Share these insights with relevant internal teams to drive improvements in our platform and services.

Requirements

• Education: Bachelor’s degree in Business, Communications, or a related field.
• Experience: 1–3 years of relevant experience in customer success, retention, or a similar role, with a proven track record of driving positive outcomes.
• Language Skills: Fluency in Arabic is required; proficiency in English is a strong asset.
• Technical Skills: Familiarity with CRM systems and basic data analysis tools.

Personal Skills

• Communication Excellence: Exceptional verbal and written communication skills, with the ability to build lasting, positive relationships with merchants from diverse backgrounds.
• Patience and Professionalism: A calm, composed, and professional demeanor when interacting with merchants, even in challenging situations.
• Proactive Mindset: A self-starter who takes initiative to identify and address issues before they escalate, without requiring constant direction.
• Time Management: The ability to efficiently manage a high volume of accounts while prioritizing tasks and meeting deadlines in a fast-paced environment.
• Analytical Skills: A keen eye for detail and the ability to interpret customer behavior to anticipate risks and opportunities.
• Collaboration: A collaborative spirit with the capacity to work effectively across multiple teams, including sales, support, and operations, to achieve shared goals.
• Adaptability: Comfort with change and the ability to thrive in a dynamic, evolving work environment where priorities may shift rapidly.