What you'll be doing?

Driving Engagement & Insights:

• You will proactively identify signs of disengagement аnd intervene with meaningful engagement, helping customers establish the habit of using our platform effectively;
• Talk to customers who stopped early and find out what put them off - then bring that feedback straight back to the product team.

Keeping customers with us:

• Reach out before a subscription expires, while there's still time for a real conversation;
• Walk customers through their options - including moving from monthly payments to an annual plan when it genuinely saves them money;
• Pick up the phone for the conversations where it earns its keep, and use email for the ones where it doesn't.

Ensuring Consistent Follow-through:

• Make sure everyone assigned to you hears from you before their subscription runs out;
• If someone doesn't answer, try again - different day, different channel. An unanswered call is the start of the case, not the end of it;
• Keep every open case moving with a clear next step and a date. Nothing sits untouched.

What we're looking for?

You'll need:

• Experience in a role where you spoke with customers regularly - retention, customer success, account management, collections, or sales;
• Confidence on the phone with people who weren't expecting your call, and the judgement to know when not to push;
• Good command of English, essential for effective communication and collaboration across our international teams;
• Success being measured on outcomes rather than activity - this team is judged on whether customers stay;
• Enough curiosity to turn "why did you leave?" into something the company can act on.

Nice to have:

• Experience in a subscription or recurring-revenue business;
• Experience with a CRM (we use HubSpot)