job description
Join Outsourced Quality Assured Services Inc. as a Client Success & Retention Specialist and become the driving force behind customer engagement and long-term retention for our SaaS portfolio. In this pivotal role, you will cultivate strong relationships with clients, ensuring their satisfaction and loyalty while identifying opportunities to enhance their experience with our solutions.
Based in the vibrant and dynamic regions of Baliâincluding Canggu, Ubud, Denpasar, and moreâyouâll work in a collaborative environment that values innovation, customer-centric strategies, and measurable results. Your expertise in SaaS will be instrumental in reducing churn, increasing upsell opportunities, and delivering exceptional service that aligns with our commitment to quality and excellence.
If you are passionate about building lasting client relationships and thrive in a fast-paced, results-driven setting, this is your opportunity to make a significant impact in a growing industry.
Responsibility
- Develop and execute customer retention strategies to minimize churn and maximize lifetime value for SaaS clients.
- Conduct regular check-ins and business reviews with key accounts to assess satisfaction and address concerns proactively.
- Identify upsell and cross-sell opportunities by analyzing client usage patterns and aligning solutions with their evolving needs.
- Collaborate with sales, marketing, and product teams to ensure seamless onboarding, adoption, and renewal processes.
- Monitor customer health metrics (e.g., NPS, engagement scores) and implement corrective actions for at-risk accounts.
- Create and deliver customized retention reports and insights to stakeholders, highlighting trends and recommendations.
- Serve as the primary point of contact for escalated client issues, ensuring swift resolution and maintaining trust.
- Stay updated on SaaS industry trends and competitive landscapes to refine retention tactics and best practices.
Qualifications
- Minimum 3+ years of experience in client success, account management, or customer retention, with a focus on SaaS.
- Proven track record of reducing churn and increasing customer retention rates in a B2B environment.
- Strong analytical and problem-solving skills, with the ability to interpret data and derive actionable insights.
- Excellent communication and interpersonal skills, with fluency in English (written and verbal).
- Experience using CRM tools (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).
- Ability to manage multiple accounts simultaneously while maintaining a high level of attention to detail.
- Self-motivated, results-driven, and comfortable working in a remote or hybrid setting.
- Bachelorâs degree in Business, Marketing, Communications, or a related field (preferred).