Customer Success Specialist – Retention Full Time NEW

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