Job Title: Customer Retention Specialist Location: Leatherhead, Surrey Type: Full-Time | Permanent OFFICE BASED Salary: £28,000 – £32,000 comms - OTE £32k - 36k Reports To: Commercial Director MUST HAVE RETENTION/RENEWALS EXPERIENCE My client is seeking a Customer Retention Specialist to strengthen our relationships with existing clients, reduce churn, and drive renewal success. Role Overview This is a retention-first role focused on engaging with existing customers, ensuring their satisfaction, and encouraging long-term loyalty. You’ll act as a key touchpoint post-sale—working to understand customer needs, address concerns, and offer solutions that support retention and renewal. You’ll also support the finance team by assisting with occasional payment-related queries or follow-ups, but your main objective is to keep our customers happy, engaged, and coming back. Key Responsibilities Customer Retention (Primary Focus) Proactively engage with customers via phone and email to build strong relationships. Identify and address reasons for potential cancellations—offering tailored solutions. Deliver compelling retention offers and product alternatives to meet evolving needs. Track and report retention metrics, customer feedback, and renewal trends. Support onboarding and check-in processes to ensure long-term customer satisfaction. Work closely with the sales, marketing, and service teams to improve customer journeys and retention strategies. Help shape our customer success approach by sharing insights from your conversations. Credit Support (Secondary/Light Support) Assist with occasional follow-up on overdue invoices as part of customer engagement. Help resolve basic account-related queries in collaboration with the finance team. Ensure accurate notes are maintained on customer records related to billing or retention status. Support customer service when necessary Key Skills & Experience Minimum 3 years in a retention or customer success role. A confident communicator with excellent listening and persuasive skills. Natural relationship builder who can stay calm and professional under pressure. Highly organised with strong attention to detail and ability to manage multiple priorities. Customer-first mindset with a proactive, problem-solving approach. Familiarity with CRM and account management tools. Bonus: basic understanding of invoicing or subscription-based services. What We Offer Competitive salary performance-based bonus 20 days holiday bank holidays (increasing to 25 days with tenure) A friendly, dynamic, and supportive team culture Clear development path with training to boost salary and responsibility Company pension scheme Regular social events and team outings If you're passionate about people, persuasive in conversation, and driven by customer success, and fit the criteria and location please apply