pul liAs 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 /li liThis 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 /li liYou 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 /li liProtect recurring revenue: Turn timely, account-level intervention into stronger renewals, fewer cancellations, and improved win-back outcomes across the non-managed customer segment /li liRecover customers in distress: Build credible, tailored plans that address the reasons customers intend to leave and give them a clear path back to value /li liBuild a scalable outbound motion: Move beyond reacting to churn requests by combining predictive risk signals, digital campaigns, and targeted human outreach /li liStrengthen case ownership: Create a reliable end-to-end approach in an area where ownership of non-managed account churn is currently limited /li liOptimize retention ROI: Use case outcomes and performance insights to refine playbooks, workflows, and Lighthouse’s engagement model over time /li liProvide account-level intervention: Handle the specific, hands-on work required when general retention campaigns are not enough /li liProtect larger customer relationships: Lead the response when risks emerge in larger accounts while coordinating closely with the relevant commercial and customer teams /li liGenerate 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 /li liAbout our team: /li liYou’ll join a collaborative, high-visibility team working at the intersection of Customer Engagement, Customer Operations, and broader post-sales functions /li liThis role partners closely with stakeholders across customer engagement, customer care, account management, and product-related teams to improve how Lighthouse supports customers at scale /li /ul h3Benefits /h3 ul liVision dental Insurance /li liWork from home opportunities /li liHealth insurance /li /ul pStrong knowledge of the hospitality industry, including hotel operations, property management, and revenue systemsExperience in outbound customer engagement and objection handling, including influencing customers who are at risk or have already decided to leaveA self-starter mindset with the autonomy to identify the right next steps, execute without dropping the ball and build momentum without waiting for constant directionAt least 2 years of experience in customer care, onboarding, engagement, retention management, or a related customer-facing roleSolid analytical, problem-solving, and troubleshooting skills, enabling you to diagnose churn risk and translate findings into a practical recovery planConfidence 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 buzzwordComfort managing multiple short-term, account-specific initiatives at onceHands-on experience using customer engagement and CRM platforms such as Gainsight, Intercom, and Salesforce /p /p #J-18808-Ljbffr

📌 Retention Specialist (Valencia)
🏢 Lighthouse
📍 Valencia