[Hiring] Retention Specialist @Lightspeed Commerce, Inc.

Role Description

We’re looking for a Retention Specialist (Permanent Work from home) to join our team in Manila. You will drive data-led product adoption and proactive account management across Lightspeed’s Hospitality customers by leveraging insights to better understand customer behaviour and performance. In this role, you will analyze data to identify growth opportunities, mitigate risks, and guide strategic actions, while ensuring data accuracy and integrity across the systems that power scalable customer success.

• Analyze customer health and usage data to identify trends, improve data structures, and enhance reporting visibility for Account Managers.
• Enable data-driven territory planning by leveraging CRM, financial, and market insights to prioritise customer engagement and drive retention, growth, and CLV.
• Manage and optimise ChurnZero workflows, including plays, templates, and customer segmentation to support scalable AM operations.
• Maintain strong spreadsheet and reporting capabilities to track portfolio performance and deliver ad hoc insights to stakeholders.
• Identify and address GTM inefficiencies by tracking issues, escalating blockers, and improving workflows to enhance team productivity.
• Support inbound triage and act as a key escalation point, coordinating across teams to resolve high-priority issues efficiently.
• Drive customer retention and growth by identifying upsell opportunities, mitigating churn risks, and supporting best practices across the AM function.
• Support strategic hospitality-focused projects.
• Contribute as part of the wider team to achieve organisational objectives, even if this means doing things that aren’t strictly within the scope of your role.

Qualifications

• Must be highly proficient with spreadsheets.
• Experience with ChurnZero, Salesforce, or similar SaaS tools is a major plus.
• Hospitality industry experience is preferred.
• Prior experience in Customer Success, Account Management, or Technical Support.

Benefits

• Market-leading salary package.
• Permanent work from home setup.
• Coworking space available, if needed.
• We follow the PH holidays!
• HMO for you and your 2 dependents (Maxicare).
• 15 Vacation leaves.
• 10 Sick leaves.
• Government Mandated Benefits.
• Food Allowance of 1000PHP per month.
• Work from Home Allowance of 1000PHP per month.
• Health and wellness benefit of 7500PHP per year.
• Free LinkedIn Learning License.
• Free access to Mental Health support and coaching services.
• Opportunity to grow your career in a company that values internal mobility.
• Exciting online and in-person events hosted regularly by our Manila Culture Club.