Customer Retention Specialist level 2 (Pioneer Account/Company)

Prime System Solutions is seeking a Customer Retention Specialist level 2 to join our team in Quezon City, Metro Manila, Philippines. In this full-time role, you'll take ownership of our Pioneer Accounts and strategic company partnerships, building lasting client relationships while driving measurable retention and growth.

What This Role Involves

As a Customer Retention Specialist at level 2, you'll manage a portfolio of our most valuable accounts, acting as the strategic partner these clients depend on. You'll combine business acumen with customer insight to identify churn signals early, recommend solutions that create mutual value, and uncover expansion opportunities within your accounts. This is a role for someone who loves solving complex client challenges and takes pride in keeping partnerships strong.

Your Responsibilities

• Own and actively manage a portfolio of Pioneer-tier accounts, ensuring consistent engagement and satisfaction
• Proactively monitor account health metrics, usage patterns, and customer sentiment to identify at-risk relationships
• Develop and execute retention strategies tailored to each account's goals, industry, and growth stage
• Serve as the primary point of contact for escalations and strategic discussions with account stakeholders
• Partner with Sales, Support, and Product teams to deliver integrated solutions and resolve complex issues
• Identify and qualify upsell and cross-sell opportunities aligned with customer needs
• Track and report on retention metrics, including Net Retention Rate, and contribute to continuous improvement of retention programs
• Maintain accurate account records and forecasts in our CRM system

Requirements

• 2+ years of customer success, account management, or customer retention experience, with at least one year managing mid-to-large accounts
• Proficiency with CRM platforms and comfort with data analysis to inform business decisions
• Excellent communication and relationship-building skills, with the ability to influence and collaborate cross-functionally
• Demonstrated ability to manage multiple competing priorities and accounts simultaneously
• Problem-solving mindset with a customer-first perspective
• Strong organizational skills and attention to detail

About the Company

Prime System Solutions partners with pioneering companies and accounts to deliver business-critical solutions. We value long-term partnerships, operational excellence, and teams that genuinely care about customer success.

Ready to Apply?

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