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Customer Success Specialist - Retention

Autobia
Riyadh Saudi ArabiaPosted Jul 20, 2026
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Customer Success Specialist – Retention

autobia | أوتوبيا الرياض الرياض السعودية

Customer Success Specialist – Retention

autobia | أوتوبيا الرياض الرياض السعودية قبل ‏‏١‏ أسبوع‏ أكثر من ٢٠٠ متقدم

معرفة من قامت شركة autobia | أوتوبيا بتعيينه

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We are looking for a Customer Success Specialist – Retention to join the Autobia team.

In this role, you will maintain and strengthen relationships with existing merchants on our platform — identifying at-risk accounts early, taking proactive steps to re-engage them before churn occurs, and ensuring long-term merchant loyalty and sustained activity.


Key Responsibilities:

  • Monitor merchant activity on an ongoing basis to identify accounts showing signs of disengagement or declining order frequency
  • Conduct regular check-in calls and business reviews with merchants to understand their challenges and reinforce platform value
  • Develop and execute tailored retention plans for at-risk merchants based on their activity patterns and business needs
  • Collaborate with the onboarding and reactivation teams to ensure smooth handoffs at the right stage of the merchant lifecycle
  • Track and report on retention metrics, flagging trends and providing actionable insights to the team lead
  • Maintain accurate and up-to-date records of all merchant interactions and retention activities in the CRM
  • Gather merchant feedback and surface recurring pain points to relevant internal teams for resolution


Requirements:

  • Bachelor's degree in Business, Communications, or a related field
  • 1–3 years of experience in this or a similar role
  • Strong communication skills with a people-first, professional approach
  • Familiarity with CRM systems
  • Arabic fluency required; English is a plus


Personal Skills

  • Excellent communication skills with the ability to build lasting, positive relationships
  • Patience and professionalism when dealing with diverse personalities
  • Proactive mindset — takes initiative without waiting to be directed
  • Strong time management and the ability to handle a high volume of accounts simultaneously
  • Analytical instinct to read customer behavior and identify risks early
  • Collaborative spirit with the ability to work across multiple teams (sales, support, and operations)
  • Adaptability and comfort working in a fast-paced, evolving environment


  • مستوى الأقدمية

    مستوى المبتدئين

  • نوع التوظيف

    دوام كامل

  • المجالات

    منصات الأسواق على الإنترنت

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