Customer Success Specialist (Retention)
Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!
What We Do…
We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.
We’ve helped everyone from boutique hotels to big chains, enabling travelers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.
And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.
About the Customer Success Advisor / Customer Success Specialist (Retention) role…
We’re growing rapidly across EMEA and APAC and are strengthening our specialised Customer Retention function. This team focuses on high-stakes conversations with customers who are considering cancellation, ideal for people who enjoy the pace and energy of startup and scale-up environments.
If you thrive in high-growth, target-driven settings, enjoy speaking with customers, and want a role where you can directly impact revenue every day, this could be a great fit.
What you'll do:
- Make an average of 20+ targeted outbound calls per day, with multiple follow-ups to re-engage and retain customers.
- Connect with at-risk or “dropped” accounts who have requested to cancel; understand their needs and turn those conversations into retention opportunities.
- Negotiate pricing, contract terms, and renewal options that work for both the customer and the business.
- Analyse reasons for churn and identify patterns, risks, and opportunities across EMEA and APAC markets.
- Collaborate with Customer Success and Sales teams to support at-risk customers and reduce future churn.
- Maintain clear and concise CRM notes to support efficient and effective workflows.
What you have:
You don’t need years of retention experience – we’re looking for potential, attitude, and resilience:
- Experience in Customer Service, Customer Success, Inside Sales or Renewals, ideally in a SaaS or tech / subscription environment.
- Proven comfort with outbound calling and high daily activity targets.
- Strong personality and clear, assertive communication style – you can hold your ground in pricing and contract conversations while staying respectful and customer‑centric.
- Enjoy working with challenging, emotionally charged scenarios (cancellations, frustration, objections) and turning them around.
- Naturally resilient, adaptable, and flexible – you’re comfortable with shifting work hours, changing priorities, and working in a lean, high‑demand team.
- Confident working with KPIs and targets; you care about your numbers as much as your customer stories.
- Comfortable working with CRM tools and SaaS products (we’ll train you on the specifics).
- We’re open to candidates from Customer Service backgrounds who haven’t formally done retention yet, as long as you can show the right mindset and appetite to learn.
- Flexible to work APAC / EMEA shifts in a hybrid set-up, with three in-office days per week in our BGC, Taguig office.
Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.
When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.