Customer Success Officer/Retention Specialist
Cartrack Open · verified Oct 10, 2026 At a glance
Mid-level Customer Success role at Cartrack. Makati.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Engage customers virtually and in person when they consider cancellation, non-renewal, or ending service
- Uncover churn drivers, then offer suitable solutions, alternatives, or incentives to retain each customer
- Build customer relationships through attentive listening, clear communication, and tailored service
- Resolve retention questions, complaints, and negotiations while following company policies
- Log customer conversations, outcomes, cancellation reasons, and progress toward retention and renewal goals
What you bring
- At least five years in customer service, customer success, account management, or a related area
- At least two years specifically focused on retaining customers
- Strong communication, negotiation, interpersonal, service, and problem-solving capabilities
- A bachelor’s degree in business administration, marketing, communications, or a related discipline is preferred
Who this fits
This role suits a goal-focused, organized customer success professional who can stay effective under pressure. You’ll need to handle both online and face-to-face conversations and work toward retention, renewal, and customer satisfaction targets. The position is based in Makati, Philippines.
From the employer
We are a world-leading smart mobility SaaS company with over 2.6 million subscribers across 24 countries, and we are looking for a Senior Customer Success Officer to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.
Job Summary
The Customer Success Officer is responsible for maintaining strong customer relationships, preventing customer cancellations, and implementing effective retention strategies through both virtual and face-to-face customer engagement.
Key Responsibilities
Conduct virtual and face-to-face retention activities with customers who are considering cancellation, non-renewal, or discontinuation of services.
Identify customer concerns and reasons for churn, and provide appropriate solutions, alternatives, or offers to encourage retention.
Build and maintain positive customer relationships through effective communication, active listening, and personalized service.
Handle retention-related inquiries, complaints, and negotiations professionally while ensuring compliance with company policies.
Monitor and document customer interactions, retention outcomes, and reasons for cancellation using the company’s CRM or reporting system.
Achieve assigned retention, renewal, and customer satisfaction targets while providing feedback on recurring customer concerns and retention opportunities.
Qualifications
Bachelor’s degree in (Business Administration, Marketing, Communications, or a related field is preferred).
Minimum of 5 years of experience in customer service, customer success, account management, or a related field, with at least 2 years of experience in customer retention
Excellent communication, negotiation, and interpersonal skills.
Strong customer service and problem-solving abilities.
Comfortable handling both virtual and face-to-face customer interactions.
Goal-oriented, organized, and able to work under pressure.
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