Customer Success & Retention Specialist

Description

Summary: Seeking a proactive, empathetic Customer Success & Retention Specialist to build strong customer relationships, identify churn risks, and provide tailored solutions across multiple channels. Highlights: 1. Build strong customer relationships through personalized communication 2. Identify churn risks and proactively support retention 3. Turn challenging customer situations into positive experiences We’re looking for a **Customer Success \& Retention Specialist** who genuinely enjoys understanding people and building strong customer relationships. This role goes beyond reactive support — we want someone proactive, empathetic, and capable of turning challenging customer conversations into opportunities to build long\-term trust and retention. This is a customer\-centric, multichannel role focused on proactive engagement and retention across phone, chat, and email. Please note that only candidates based in **Latin America** will be considered for this position. **Working Hours:** Monday to Friday with one working weekend a month. 9am \- 6pm Pacific or Central time. Top performers at UENI will be rewarded with promotions, remuneration progression, and performance bonuses. ### **Responsibilities** * Build strong relationships with customers through personalized communication * Identify churn risks and proactively support retention * Understand customer needs and provide tailored solutions * Turn challenging customer situations into positive experiences * Collaborate with internal teams to improve customer experience * Minimum 2 years of experience in Customer Success, Support, Account Management, or other customer\-facing roles where relationship\-building was key * Fluent or near\-fluent English (Minimum C1 level) with excellent written and verbal communication skills. * Experience working in tech or digital environments * Excellent communication skills across phone, chat, and email * Strong emotional intelligence and problem\-solving skills * Proactive mindset with strong ownership and attention to detail * Ability to manage multiple customer conversations simultaneously * Experience using CRM and customer communication platforms, such as Intercom, is valued We value people who naturally go above and beyond to help customers feel understood and supported.