Job Description

As a Customer Retention Specialist, your primary mission is to drive and execute strategic retention initiatives to boost customer loyalty and protect recurring revenue across the Medium Segment Product stack. You will play a key role in building and maintaining strong relationships with Business Partners and Distributors, ensuring proactive engagement with customers and creating a seamless, value-driven experience throughout the renewal lifecycle.


Working closely with your internal team, Business Partners, and Distributors, you will be instrumental in managing renewals, identifying growth opportunities, resolving challenges, and ensuring customers remain satisfied, engaged, and committed to our solutions.




Location - 3 days per week out of our Johannesburg office.

Key Responsibilities

- Proactive Renewal Management: Own and manage the end-to-end renewal process in collaboration with Business Partners, Distributors, and Renewal Agents. Ensure renewals are completed on time and with full customer alignment.


- Customer Engagement: Engage with customers directly (online and on-site) to understand their evolving needs, address concerns, and deliver a superior experience that supports long-term loyalty.


- Relationship Building: Foster strong, trusted relationships with Business Partners and Distributors to support a high-performance ecosystem focused on customer retention and satisfaction.


- Revenue Protection: Safeguard recurring revenue by actively managing contract timelines, forecasting renewal pipelines, and tracking changes in contract value.


- Customer Insights & Feedback: Analyze feedback and complaint trends to identify and address root causes of dissatisfaction. Present insights to improve customer experience and retention strategies.


- Growth Opportunities: Identify cross-sell, up-sell, and migration opportunities in collaboration with the Sales team and support their execution to increase customer value.


- Data Accuracy & System Management: Ensure accurate, up-to-date customer and contract data across platforms such as Salesforce, Netadmin, CRM, and Partner Portals.


- Contract Lifecycle Management (CLM): Manage contracts from initiation through implementation, compliance, and renewal, following a structured and proactive CLM approach.


- Stakeholder Communication: Collaborate with internal stakeholders and external decision-makers to ensure alignment and transparency throughout the renewal process.




Skills & Experience


Must-Have:


- 3+ years of experience in customer retention or a similar customer success role


- Exceptional verbal and written communication skills


- Strong ability to manage pressure and deadlines


- High level of professionalism, integrity, and work ethic


- Proficiency in CRM systems (Salesforce), Microsoft Excel, Word, and PowerPoint


- Strong analytical skills to interpret customer data and feedback


- Demonstrated ability to collaborate cross-functionally


- Patience, empathy, and a customer-first mindset


- Proven ability to build relationships with partners and customers


- Ownership of personal product knowledge development


Preferred:


- Experience working with Distributors and Channel/Business Partners


- Understanding of Sage products (e.g., Sage 300, Sage X3)


- Experience using internal systems such as Netadmin and customer portals


- Bachelor's degree in Sales, Marketing, Business, or a related field


- Knowledge of SaaS contract lifecycle processes




This is a dynamic, fast-paced role suited for someone who thrives on building relationships, solving problems, and delivering tangible results. If you're passionate about customer success and want to help drive our business forward through loyalty and engagement--we want to hear from you.




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