Customer Retention Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeRetention Full time $100,000 - $150,000

Experience is key in the role of a Customer Retention Specialist. You will be responsible for driving customer satisfaction and growth by owning renewal strategies and nurturing high-value relationships.

This position requires strong commercial acumen and confidence in negotiating with senior stakeholders. A data-driven mindset with the ability to tell a compelling story using insights and ROI analysis is also essential.

The ideal candidate will have experience in a customer-facing, revenue-responsible role and a proven track record of achieving retention targets.

Key Responsibilities:

  • Owning the renewal cycle end-to-end, ensuring timely and successful contract renewals that align with customer needs and business goals
  • Acting as the commercial lead and trusted advisor for customers, building strong relationships that drive engagement and retention
  • Developing a deep understanding of customer objectives and leveraging that insight to proactively position value in renewal conversations
  • Conducting strategic account reviews and ROI-based discussions to reinforce commercial and operational value
  • Identifying and pursuing opportunities for expansion and upsell within the customer base, coordinating with internal teams to craft compelling proposals
  • Forecasting and reporting on renewal pipelines, risks, and retention metrics to drive accountability and performance
  • Collaborating closely with Product, Customer Success, and Procurement teams to ensure customer feedback informs future improvements and offers
  • Championing the customer voice internally, but with a clear focus on commercial outcomes and account growth

What We're Looking For:

  • Experience in a customer-facing, revenue-responsible role (e.g. Account Manager, Customer Success Manager, or similar)
  • Proven ability to manage and close renewals, with a strong track record of achieving retention targets
  • Strong commercial acumen and confidence negotiating with senior stakeholders
  • Data-driven mindset with the ability to tell a compelling story using insights and ROI analysis
  • Excellent communication and relationship-building skills across all levels of an organization

Benefits:

  • A dynamic and fast-paced work environment with opportunities for growth and development
  • A competitive compensation package, including salary and bonuses
  • A comprehensive benefits program, including health insurance and retirement savings

Requirements:

  • Experience managing full renewal cycles: managing multiple C-level stakeholders with competing priorities
  • Experience presenting value-driven quarterly & annual executive business reviews, while knowing when/ how to engage internal executive sponsors
  • Demonstrate a consistent track record of meeting and exceeding quarterly quota and net revenue retention goals
  • You are a clear, confident and compelling communicator — in writing, in conversation and in front of customers

Things we like to see:

  • Comfortable discussing revenue metrics, financial planning, and an ability to talk confidently about software and its corresponding value to a customer's business / bottom line

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