PbAbout Us /b /ppSpoki 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. /ppbr/ppbThe Role /b /ppWe are looking for a bCustomer Retention Specialist /b to join our bOnboarding Team /b. This role is strategic and crucial in maintaining and strengthening our customer base, actively working to prevent churn and maximize logo retention. /ppYou 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. /ppThis is a goal-oriented position: you will have clear retention and recovery targets to achieve, with the opportunity to make a tangible impact on company results. /ppbr/ppbKey Responsibilities /b /pullibProactive retention monitoring: /b analyze metrics and KPIs to identify customers at risk of churn /lilibStrategic outreach: /b contact (via phone, email, or video call) customers who have canceled or not renewed to understand their motivations and offer tailored solutions /lilibCustomer recovery: /b develop and implement personalized strategies to win back lost customers and prevent further cancellations /lilibGoal achievement: /b work toward monthly targets for retention rate and recovered customers /lilibAnalysis and insights: /b gather feedback from departing customers and turn it into strategic insights to improve the product and internal processes /lilibCross-functional collaboration: /b work closely with the Onboarding and Customer Success teams to identify areas for improvement and optimize the customer experience /lilibReporting: /b track and report retention activity results, including lost and recovered customers, to measure intervention effectiveness /li /ulpbr/ppbRequirements /b /pullibLanguage skills: /b fluent in Italian and English /lilibExcellent communication skills: /b able to handle challenging conversations with active listening and empathy /lilibStrong commercial mindset: /b negotiation, persuasion, and closing abilities /lilibResults-driven: /b accustomed to working toward targets and performing under pressure /lilibAnalytical mindset: /b able to interpret data and metrics to make informed decisions /lilibProblem-solving skills: /b able to quickly understand complex issues and propose effective solutions /lilibResilience: /b able to handle rejection and tension while maintaining professionalism and motivation /li /ulpbr/ppbWho We’re Looking For /b /ppWe’re looking for a sharp, smart, and dynamic person — someone eager to take initiative and find creative solutions to challenges. We value people who don’t settle for the status quo, who learn fast, and who want to contribute actively to the company’s growth. /ppIf you’re proactive, entrepreneurial, and adaptable to change, this is the right role for you. /ppbr/ppbPreferred Qualifications /b /pulliPrevious experience in customer retention, churn prevention, or account management roles /liliFamiliarity with CRM and customer success tools (e.g. HubSpot) /liliExperience in SaaS or tech environments /liliBackground in sales or customer success /li /ulpbWhat We Offer /b /pullibSalary: /b €26,000 – €30,000 gross per year, based on experience /lilibWork mode: /b preferably in person /lilibGrowth opportunities /b in a rapidly expanding company /lilibStrategic role /b with a direct impact on business performance /lilibDynamic and collaborative work environment /b /lilibOpportunity to contribute /b directly to product improvement /li /ulpbLocation /b /ppSan Vito dei Normanni – Brindisi /p