Spoki is an innovative solution that helps businesses communicate effectively with their customers through conversational channels. We are a dynamic and growing team, focused on our customers’ success and on the continuous improvement of our product.
We are looking for a Customer Retention Specialist to join our Onboarding Team. You will be responsible for constantly monitoring risk signals, promptly engaging with customers who have canceled or not renewed their subscriptions, understanding the reasons behind their decisions, and implementing effective strategies to retain them.
Proactive retention monitoring: analyze metrics and KPIs to identify customers at risk of churn
Strategic outreach: contact (via phone, email, or video call) customers who have canceled or not renewed to understand their motivations and offer tailored solutions
Cross-functional collaboration: work closely with the Onboarding and Customer Success teams to identify areas for improvement and optimize the customer experience
Language skills: fluent in Italian and English
Strong commercial mindset: negotiation, persuasion, and closing abilities
Analytical mindset: able to interpret data and metrics to make informed decisions
We’re looking for a sharp, smart, and dynamic person — someone eager to take initiative and find creative solutions to challenges. Previous experience in customer retention, churn prevention, or account management roles
Familiarity with CRM and customer success tools (e.g. Background in sales or customer success