Retention Specialist

As a Retention Specialist, you’ll bring energy, assertiveness, and a client-first mindset to support at-risk clients and strengthen long-term relationships. You’ll identify the root causes of dissatisfaction, deliver solution-oriented guidance, and protect revenue while managing key accounts and targeted campaigns. As the primary point of contact, you’ll create an exceptional client experience that builds a strong and mutually rewarding partnership.

On a daily basis, you will:

• Manage a high volume of inbound and outbound requests including Salesforce case assignment, email requests, At Risk detection and churn requests with professionalism, urgency, and empathy.
• Engage primarily our B and C client segments to understand their business needs, challenges, and reasons for dissatisfaction or cancellation in an attempt to retain business and bring the account to a healthy state.
• Proactive and reactive case management to outbound via telephone and email to conduct health checks on newly onboarded clients along with risk and escalation resolution to avoid churn.
• Collaborate cross-functionally with Sales, Support, and Client Success teams to research, resolve, and recover at-risk accounts.
• Present tailored solutions, product enhancements, or alternative pricing structures to retain clients and improve satisfaction.
• Negotiate cancellations and develop creative retention strategies to reduce churn and preserve recurring revenue.
• Document all client interactions, resolutions, and outcomes accurately in Salesforce using best practices in case management and prioritization of tasks.
• Meet performance activity targets and retention metrics to drive direct client engagement and identify trends and opportunities for improved revenue and rooftop retention and growth.
• Participate in proactive outreach campaigns targeting accounts showing early signs of disengagement.
• Maintain expert-level knowledge of SpotOn’s products, services, and value propositions to confidently position benefits to clients.
• Represent SpotOn’s culture of partnership and service excellence by creating a phenomenal client experience in every interaction.
• Path of escalation for client accounts using collaboration, coordination, and facilitation of other teams to ensure permanent and acceptable resolution is delivered.
• Increase merchant satisfaction while meeting all KPI’s/metric standards as relayed by Client Success leadership, introduction and touch base communication, and meeting all imposed deadlines.
• Monitoring self-performance initiating action to strengthen the team and assisting in peer-to-peer training.
• Vigilant oversight regarding accounts At Risk related to alerts showing client requests/issues or potential cancellations.
• Actively responding to emails, updating status of cases in SF (24 Business Hour SLA ), active in Slack and Gmail.
• Ability to keep a steady pace and meet daily/weekly deadlines and performance expectations to manage Caseload and portfolio direct requests timely, accurately, and with creative solutions to fully satisfy client base.
• Trustpilot, Capterra, & ONLINE SOCIAL REVIEWS: Review, investigate, offer solutions, and formally respond. Resolve to all parties' satisfaction and encourage receiving 5 star reviews.

What skill are we searching for?

• Strong communication and influence skills, with the ability to collaborate across teams and present to stakeholders.
• Strong English skills both verbal and written with technical aptitude to effectively engage with disgruntled clients and conduct proactive outreach.
• Impeccable emotional intelligence and customer service skills including strong written and verbal communication.
• Ability to manage multiple clients, cases, and projects in a fast-paced environment.
• Background in client retention, account management, or customer success with measurable success.
• Solutions-oriented and proactive mindset with strong problem-solving skills.
• Adaptability and agility to comfortably navigate ambiguity and complexity with a flexible attitude that thrives in a fast-paced evolving environment.
• 1–3 years of relevant retention experience in account management, support, or retention.
• Background in payment processing and/or software solutions.
• 1-3 years preferred working in the payment processing and/or software solutions industries.
• Availability to work in a hybrid work model, hours 14:00-22:00.

Here’s a bit about what we have to offer:

• Competitive pay: 8100 - 10100 PLN gross on CoE
• Access to e-learning platforms
• Fully paid private healthcare in LuxMed
• Access to the Worksmile platform with a monthly top-up
• Subsidized access to breakfast and lunch through the vending machine in Kraków office, and lunches in Gdańsk office once a week
• A laptop and essential work equipment provided by the company
• New, modern, bright and comfortable office space in the city centre
• A lot of free parking spots around the office
• Access to the company’s library
• Great working atmosphere
• Chill out room with a PlayStation and games
• Free snacks and beverages in a kitchen
• Company parties and social activities
• Employee referral program
• Relocation Package within Poland

The controller of your personal data included in your job offer and others collected during the recruitment process is SpotOn Poland spółka z ograniczoną odpowiedzialnością with its registered office in Kraków, Aleja 29 listopada 20, 31-401 Kraków, e-mail address:
[email protected]. We will process your personal data for the purpose of current or, if you voluntarily agree, also future recruitment processes. More information about how we proccess your data, including the basis for processing and your rights in relation to the processing, can be found on our website: https://pl.spoton.com/privacy-and-cookies-policy.

Administratorem podanych danych osobowych, w tym danych zawartych w dokumentach aplikacyjnych i zebranych w toku procesu rekrutacji, jest SpotOn Poland Sp. z o.o. z siedzibą w Krakowie (ul. Aleja 29 listopada 20, 31-401 Kraków; adres e-mail do kontaktu:
[email protected]. Dane osobowe będą przetwarzane w celu realizacji obecnych lub – jeżeli wyrazisz na to dobrowolną zgodę – także przyszłych procesów rekrutacji. Więcej informacji o tym, jak przetwarzamy Twoje dane, w tym także informacje o podstawach prawnych przetwarzania oraz o prawach przysługujących Ci w związku z przetwarzaniem danych, znajdziesz na stronie:
https://pl.spoton.com/privacy-and-cookies-policy.