Customer Retention Specialist

Customer Retention Specialist

A global consumer brand building its India team, running win-back campaigns for a subscription line that has grown fast in its first two years

Location: Remote (India)

About the Company

The brand has partnered with Flexiple to hire a Customer Retention Specialist who can turn lapsed subscribers back into active customers. Flexiple is a managed marketplace that helps global companies build high-performing teams and GCCs in India.

Role Overview

As Customer Retention Specialist, you will run win-back campaigns and track what messaging actually brings lapsed customers back.

Key Responsibilities

Retention & Win-Back

• Identify at-risk accounts using usage and engagement signals before they churn
• Run outreach campaigns and one-on-one conversations to address customer concerns
• Own the win-back process for lapsed customers and track conversion from it

Insights & Collaboration

• Analyse churn reasons and share patterns with product and customer success teams
• Partner with support and success teams to resolve issues driving cancellations
• Maintain accurate records of retention outreach and outcomes in the CRM

Ideal Candidate Profile

• 1 to 4 years in customer success, retention, or a related customer-facing role
• Comfortable having direct conversations with customers who are considering leaving
• Data-comfortable — able to read usage trends and prioritise outreach accordingly
• Clear written and spoken English and a reliable remote-work setup

Preferred Qualifications

• Experience with a CRM or customer-success platform (HubSpot, Zendesk, or similar)
• Prior exposure to a subscription or recurring-revenue business model

What We Offer

• Ownership of campaigns for a subscription line still finding its retention playbook
• Remote-friendly, pan-India hiring with long-term placement
• Close collaboration with the marketing team on messaging that works

Hiring Process

HR Screening → Assignment → Manager Round → Culture Fit

One application here also puts you forward for the retention roles this brand adds next.