Retention Specialist

Izam, inc.

Key Responsibilities :

• Communicate with customers whose subscriptions have expired to recover their accounts and maximize renewal rates.
• Analyze reasons for non-renewal and provide tailored solutions to encourage return.
• Manage and follow up on active accounts assigned by other teams to ensure satisfaction and timely renewals.
• Execute upselling (upgrading plans/features) and cross-selling (offering complementary products/services) to qualified accounts.
• Generate new account opportunities from existing accounts whether additional business units, departments, or related entities.
• Build strong, professional relationships with clients to increase loyalty and stimulate word-of-mouth referrals.
• Promote and activate referral programs with existing customers to acquire new leads.
• Collaborate with selected clients to convert them into marketing partners or agents (Agencies) who can help generate new business.
• Coordinate consistently with other internal departments (support, marketing, product, finance) to deliver a seamless and effective customer experience.
• Analyze survey responses to identify trends, pain points, or opportunities for product or process enhancement.
• Prepare periodic reports summarizing renewal outcomes, sales expansion performance, referral impact, and improvement suggestions.

• 1 2 years of experience in subscription-based services, customer success, sales, or account management , preferably within a SaaS environment.
• Strong communication, listening, and analytical skills with a persuasive and customer-centric mindset.
• Results-driven, with the ability to meet monthly and quarterly targets under pressure.
• Familiarity with CRM Hubspot systems and data-driven customer engagement tools.
• Proactive thinker with the initiative to solve problems and uncover growth opportunities.