Customer Success & Retention Specialist (Work From Home)

Persona is the company top startups use to hire people from all around the world. Our vision is a future where each person can find the best role for them and companies can discover the world’s best talent. Founded by two Stanford University graduates, Persona works with the world’s fastest-growing technology startups. Our clients are funded by some of the world’s top investors, like Founders Fund, Sequoia Capital, and Andreessen Horowitz.

Persona is a talent agency that recruits, trains, and staffs talented remote professionals such as yourself. This is an opportunity to work closely with the future Googles, Facebooks, and Amazons of the world—building out their organizations and helping them reach the next level of success.

We support everyone we hire with training, mentoring, and technology resources so they are enabled to do their best and are as happy as possible in their roles. We have a large international team dedicated to supporting and taking care of new Persona team members, and our goal is to provide excellent long-term career opportunities for everyone who joins the team.

Who’s building Persona?

We are a global team of passionate problem solvers who love to build new things and make our customers happy. Our team is made up of motivated, hard-working people spanning the globe, united by a culture of learning and continuous improvement.

What we’re looking for:

We are looking for a Customer Success & Retention Specialist to strengthen client relationships, drive engagement, and ensure long-term business growth. As a Customer Success & Retention Specialist, you will be responsible for ensuring clients achieve their business goals by providing strategic guidance, tracking engagement metrics, and facilitating renewals. You will proactively monitor client health, identify potential risks, and implement solutions to improve retention. The role also includes administrative and documentation tasks to enhance customer experience and internal knowledge sharing.

Responsibilities—what you'll do:

• Build strong relationships with clients to understand their business objectives and align company offerings with their long-term goals.
• Develop and implement tailored strategies that help clients adapt to market changes and maximize the value of the product or service.
• Regularly assess customer engagement levels to identify risks and proactively address potential churn.
• Engage with clients before contract expiration to discuss renewal opportunities and address concerns.
• Utilize client health data and feedback to create strategic proposals that improve retention and minimize churn.
• Forecast renewal rates and collaborate with internal teams to implement retention strategies.
• Maintain thorough documentation of client interactions, progress, and key insights using CRM systems (e.g., Salesforce, HubSpot, Zendesk).
• Prepare for client meetings by gathering relevant data and structuring discussions around client goals.
• Prioritize customer requests based on urgency and business impact to ensure timely responses and resolutions.

Requirements:

• Experience with CRM platforms (e.g., Salesforce, HubSpot, Zendesk) to manage customer interactions and track engagement.
• Familiarity with customer health tracking tools (e.g., Gainsight, ChurnZero, Totango) for monitoring client engagement and predicting churn risks.
• Proficiency in project management tools (e.g., Asana, Trello, Monday.com) to structure client strategies and follow-ups.
• Strong relationship-building skills to foster long-term partnerships and trust with clients.
• Excellent communication skills for conducting client meetings, delivering presentations, and responding to inquiries with clarity and professionalism.
• Fully fluent in English
• Ability to work U.S. business hours (Pacific Time, Central Time, or Eastern Time)
• This position is for serious, career-oriented candidates

Other qualities we look for:

• Analytical mindset to assess customer health metrics, identify trends, and make data-driven recommendations.
• Strategic problem-solving ability to help clients transition from short-term fixes to sustainable, long-term solutions.
• An ability to solve complex problems with minimal guidance
• Intellectual curiosity and resourcefulness
• Professionalism

What we offer:

• Best salaries in the industry
• Permanent ability to work from anywhere in the world
• Opportunities for growth and advancement
• A fast-paced and collaborative environment
• Warm and friendly company culture
• Full benefits

Benefits at Persona:

• Health insurance
• Unlimited paid time off (paid sick and vacation leaves)
• Annual bonuses based on performance
• Monthly tech allowance
• Opportunity to be paid in your currency of choice
• Others depending on seniority

This is a full-time and long-term role, dedicated exclusively to serving one of our clients. We are looking for individuals who are ready to fully commit their time and energy to one company and grow and develop along with that company. All roles at Persona are 100% work-from-anywhere (work from home or wherever it suits you best). If this is your first time working for a U.S. company, that’s okay; we provide guidance and assistance getting set up as a remote professional. Once hired, we will carefully match you to a client company of ours that perfectly suits your career background, skills, and goals.

In case you or any exceptional people you know are exploring other roles, our rapidly growing company is also looking for new team members with backgrounds in administration, bookkeeping, accounting, finance, project management, operations, recruiting, human resources, content writing, social media management, research, executive assistance, customer service, customer support, technical support, data management, video editing, sales, account management, marketing, and design.

Visit our website for more information: https://www.personatalent.com/

Persona is the company top startups use to hire people from all around the world. Our vision is a future where each person can find the best role for them and companies can discover the world’s best talent. Founded by two Stanford University graduates, Persona works with the world’s fastest-growing technology startups. Our clients are funded by some of the world’s top investors, like Founders Fund, Sequoia Capital, and Andreessen Horowitz.

Persona is a talent agency that recruits, trains, and staffs talented remote professionals such as yourself. This is an opportunity to work closely with the future Googles, Facebooks, and Amazons of the world—building out their organizations and helping them reach the next level of success.

We support everyone we hire with training, mentoring, and technology resources so they are enabled to do their best and are as happy as possible in their roles. We have a large international team dedicated to supporting and taking care of new Persona team members, and our goal is to provide excellent long-term career opportunities for everyone who joins the team.

Who’s building Persona?

We are a global team of passionate problem solvers who love to build new things and make our customers happy. Our team is made up of motivated, hard-working people spanning the globe, united by a culture of learning and continuous improvement.

What we’re looking for:

We are looking for a Customer Success & Retention Specialist to strengthen client relationships, drive engagement, and ensure long-term business growth. As a Customer Success & Retention Specialist, you will be responsible for ensuring clients achieve their business goals by providing strategic guidance, tracking engagement metrics, and facilitating renewals. You will proactively monitor client health, identify potential risks, and implement solutions to improve retention. The role also includes administrative and documentation tasks to enhance customer experience and internal knowledge sharing.

Responsibilities—what you'll do:

• Build strong relationships with clients to understand their business objectives and align company offerings with their long-term goals.
• Develop and implement tailored strategies that help clients adapt to market changes and maximize the value of the product or service.
• Regularly assess customer engagement levels to identify risks and proactively address potential churn.
• Engage with clients before contract expiration to discuss renewal opportunities and address concerns.
• Utilize client health data and feedback to create strategic proposals that improve retention and minimize churn.
• Forecast renewal rates and collaborate with internal teams to implement retention strategies.
• Maintain thorough documentation of client interactions, progress, and key insights using CRM systems (e.g., Salesforce, HubSpot, Zendesk).
• Prepare for client meetings by gathering relevant data and structuring discussions around client goals.
• Prioritize customer requests based on urgency and business impact to ensure timely responses and resolutions.

Requirements:

• Experience with CRM platforms (e.g., Salesforce, HubSpot, Zendesk) to manage customer interactions and track engagement.
• Familiarity with customer health tracking tools (e.g., Gainsight, ChurnZero, Totango) for monitoring client engagement and predicting churn risks.
• Proficiency in project management tools (e.g., Asana, Trello, Monday.com) to structure client strategies and follow-ups.
• Strong relationship-building skills to foster long-term partnerships and trust with clients.
• Excellent communication skills for conducting client meetings, delivering presentations, and responding to inquiries with clarity and professionalism.
• Fully fluent in English
• Ability to work U.S. business hours (Pacific Time, Central Time, or Eastern Time)
• This position is for serious, career-oriented candidates

Other qualities we look for:

• Analytical mindset to assess customer health metrics, identify trends, and make data-driven recommendations.
• Strategic problem-solving ability to help clients transition from short-term fixes to sustainable, long-term solutions.
• An ability to solve complex problems with minimal guidance
• Intellectual curiosity and resourcefulness
• Professionalism

What we offer:

• Best salaries in the industry
• Permanent ability to work from anywhere in the world
• Opportunities for growth and advancement
• A fast-paced and collaborative environment
• Warm and friendly company culture
• Full benefits

Benefits at Persona:

• Health insurance
• Unlimited paid time off (paid sick and vacation leaves)
• Annual bonuses based on performance
• Monthly tech allowance
• Opportunity to be paid in your currency of choice
• Others depending on seniority

This is a full-time and long-term role, dedicated exclusively to serving one of our clients. We are looking for individuals who are ready to fully commit their time and energy to one company and grow and develop along with that company. All roles at Persona are 100% work-from-anywhere (work from home or wherever it suits you best). If this is your first time working for a U.S. company, that’s okay; we provide guidance and assistance getting set up as a remote professional. Once hired, we will carefully match you to a client company of ours that perfectly suits your career background, skills, and goals.

In case you or any exceptional people you know are exploring other roles, our rapidly growing company is also looking for new team members with backgrounds in administration, bookkeeping, accounting, finance, project management, operations, recruiting, human resources, content writing, social media management, research, executive assistance, customer service, customer support, technical support, data management, video editing, sales, account management, marketing, and design.

Visit our website for more information: https://www.personatalent.com/