Customer Success Specialist

Responsibilities

• Develop and implement churn prevention and anti‑churn programs for at‑risk subscribers.
• Lead reactivation initiatives for inactive or lapsed Smart Prepaid subscribers.
• Manage CRM‑driven lifecycle and trigger‑based retention journeys.
• Collaborate with Analytics and Usage teams to identify churn drivers and recovery opportunities.
• Track retention outcomes and continuously refine churn mitigation strategies.
• Responsible for achieving project KPIs, both on a national and regional level.

Technical Competencies

• Retention & Churn Management
• CRM & Lifecycle Journeys
• Decision Making
• Product Knowledge
• Marketing Plan Creation and Implementation
• Project Management
• Budget Planning

Qualifications

• College degree in Marketing, Business Administration, or other related course
• At least 5 years work experience in brand management, marketing, consumer engagement, sales, or creative/below-the-line agencies in whichever industry
• Excellent written and verbal communication skills