Retention Specialist

Job Details

• 💼 Customer Operations 
• 📍 Spain remote
• 🕜 Full-Time Remote

What you will do

As a Retention Specialist, you will help establish Lighthouse’s dedicated retention capability for non-managed accounts, acting as the first line of defense against churn. This is a hands-on operator role: you will handle churn requests, investigate account risks, apply retention playbooks, create recovery plans, and execute scalable outbound interventions that protect recurring revenue. You will combine data, persuasive objection handling, automated workflows, and AI tools to improve win-back outcomes and follow each case through to a clear resolution.

Where you will have impact

• Protect recurring revenue: Turn timely, account-level intervention into stronger renewals, fewer cancellations, and improved win-back outcomes across the non-managed customer segment.
• Recover customers in distress: Build credible, tailored plans that address the reasons customers intend to leave and give them a clear path back to value.
• Build a scalable outbound motion: Move beyond reacting to churn requests by combining predictive risk signals, digital campaigns, and targeted human outreach.
• Strengthen case ownership: Create a reliable end-to-end approach in an area where ownership of non-managed account churn is currently limited.
• Optimize retention ROI: Use case outcomes and performance insights to refine playbooks, workflows, and Lighthouse’s engagement model over time.
• Provide account-level intervention: Handle the specific, hands-on work required when general retention campaigns are not enough.
• Protect larger customer relationships: Lead the response when risks emerge in larger accounts while coordinating closely with the relevant commercial and customer teams.
• Generate actionable insight: Log churn reasons and identify recurring customer pain points, creating a feedback loop that strengthens lifecycle campaigns, informs product priorities, and helps commercial teams focus their time effectively.

About our team

You’ll join a collaborative, high-visibility team working at the intersection of Customer Engagement, Customer Operations, and broader post-sales functions. This role partners closely with stakeholders across customer engagement, customer care, account management, and product-related teams to improve how Lighthouse supports customers at scale.

What's in it for you?

• Flexible working environment: Work from home or at one of our global offices.
• Flexible time off: Autonomy to manage your work-life balance.
• Alan Healthy benefits: 160€/month for food or nursery.
• Payflow App: Access your earned salary in advance at no cost to you.
• Flexible retribution: Optional benefits through tax-free payroll deductions for food, transportation and/or nursery. 
• Wellbeing support: Subsidized up to 80% ClassPass subscription.
• Comprehensive health insurance: 100% Alan coverage for you, your spouse, and dependents.
• Collaborative team: High-bar, friendly, creative, and passionate colleagues.
• Career development: Workshops, frameworks, tools, training, and processes to realize your full potential.
• Impactful work: Shape products relied on by 85,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• Referral bonuses: Earn rewards for bringing in new talent.

Who you are

• At least 2 years of experience in customer care, onboarding, engagement, retention management, or a related customer-facing role.
• Strong knowledge of the hospitality industry, including hotel operations, property management, and revenue systems.
• Experience in outbound customer engagement and objection handling, including influencing customers who are at risk or have already decided to leave.
• Hands-on experience using customer engagement and CRM platforms such as Gainsight, Intercom, and Salesforce.
• Confidence using AI tools to improve workflows, solve problems, and support execution. You’re curious, resourceful, and able to apply AI in practical ways rather than treating it as a buzzword.
• A self-starter mindset with the autonomy to identify the right next steps, execute without dropping the ball and build momentum without waiting for constant direction.
• Solid analytical, problem-solving, and troubleshooting skills, enabling you to diagnose churn risk and translate findings into a practical recovery plan.
• Comfort managing multiple short-term, account-specific initiatives at once.