Customer Success Specialist - Retention
Job in
Riyadh, Riyadh Region, Saudi Arabia
Listed on 2026-07-03
Listing for:
Autobia
Full Time
position Listed on 2026-07-03
Job specializations:
-
Sales
Customer Success Mgr./ CSM, Client Relationship Manager, CRM System -
Business
Customer Success Mgr./ CSM, Client Relationship Manager, CRM System
Job Description & How to Apply Below
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
- 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
- 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
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