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
