Customer Success Specialist Retention📣 Job Ad

About the Role

Autobia is seeking a Customer Success Specialist – Retention to join its team in Riyadh. This full-time position focuses on nurturing and strengthening relationships with existing merchants on the Autobia platform. The primary objective is to proactively identify and address merchant disengagement to prevent churn and ensure sustained loyalty and activity.

Key Responsibilities

• Continuously monitor merchant activity to detect signs of disengagement or reduced order frequency.
• Conduct regular check-in calls and business reviews with merchants to understand their challenges and reinforce the value of the platform.
• Develop and implement customized retention strategies for at-risk merchants based on their specific activity patterns and business requirements.
• Coordinate with onboarding and reactivation teams to ensure seamless transitions throughout the merchant lifecycle.
• Track and report on key retention metrics, identifying trends and providing actionable insights to the team lead.
• Maintain accurate and up-to-date records of all merchant interactions and retention activities within the CRM system.
• Collect merchant feedback and communicate recurring issues to relevant internal teams for resolution.

Qualifications and Requirements

• Bachelor's degree in Business, Communications, or a related field.
• Experience ranging from 2 to 5 years in a similar customer success or retention role.
• Proficiency in using CRM systems.
• Fluency in Arabic is required.
• English language proficiency is considered a plus.

Essential Skills and Attributes

• Excellent communication skills with a professional, people-first approach.
• Patience and professionalism when interacting with diverse personalities.
• A proactive mindset, taking initiative without direct instruction.
• Strong time management abilities to handle a high volume of accounts.
• An analytical instinct to interpret customer behavior and identify risks early.
• A collaborative spirit, capable of working effectively across multiple teams including sales, support, and operations.
• Adaptability and comfort working in a fast-paced, evolving environment.

Work Environment

This is a full-time position based in Riyadh, within the Riyadh Region. The role involves working within a dynamic and evolving company environment.