Customer Success - Retention Specialist

SUMMARY:
Cape Town

POSITION INFO:

Salary: R25,000 R33,000 per month

About the Role

We are seeking a highly driven and experienced Customer Success - Retention Specialist to join our growing team in Cape Town. In this role, you will be responsible for retaining and re-engaging UK-based clients within the hair, beauty, wellness, and personal care sectors. Your mission is to reduce churn, deepen engagement, and ensure each partner realises the full value of our salon software solution.

You will be at the forefront of turning disengaged or hesitant clients into confident advocates through personalised consultation, strategic retention planning, and data-driven insights. Your expertise will help partners maximise their investment in the platform and set the foundation for long-term, successful relationships.

Key Responsibilities

Retention & Churn Prevention

• Proactively identify at-risk clients by monitoring behaviour patterns, performance metrics, and account activity.

• Conduct inbound and outbound calls with clients to re-engage, retain, and educate them on the value of the platform.

Client Relationship Management

• Host digital meetings and consultations with UK-based partners to understand their business needs and challenges.

• Tailor product solutions and training to support their unique goals and re-establish confidence in the platform.

Sales & Target Achievement

• Deliver against retention KPIs, including calls made, meetings booked, and clients successfully retained.

• Educate clients on how to optimise their return on investment and fully leverage available tools.

Strategic Insights & Feedback

• Record all interactions and outcomes in Salesforce CRM.

• Share insights with internal teams to help improve onboarding, engagement, and service delivery processes.

• Track and report on performance trends to influence future retention campaigns and strategies.

Process Improvement & Innovation

• Work cross-functionally with Marketing, Sales, and Account Management to develop and trial new retention strategies.

• Actively contribute to refining client journeys by identifying common issues and helping prevent them at earlier stages.

What Were Looking For

Experience

• 3-5 years in client retention, account management, or customer success (preferably B2B).

• Experience working with UK clients or international markets is essential.

• Background in SaaS, marketing services, digital platforms, or subscription-based businesses is a strong plus.

Skills & Tools

• Proficient in Salesforce, Google Docs, Microsoft Office Suite, and Slack.

• Clear and persuasive communicator with excellent phone and virtual presentation skills.

• Ability to ask probing questions, understand root causes, and recommend targeted solutions.

Attributes

• Resilient, resourceful, and highly solution-oriented.

• Customer-obsessed with a commercial mindsetable to balance empathy with business goals.

• Self-starter with a proactive mindset, keen to challenge the status quo and improve processes.

Why This Role?

• Be part of a purpose-driven team helping small businesses grow through technology.

• Join a high-performing environment where innovation and results are celebrated.

• Play a key role in the success of a digital platform trusted by thousands of businesses across Europe.