Customer Retention Specialist (Fintech)

TL;DR

Customer Retention Specialist (Fintech): Managing and re-engaging a portfolio of dormant SME clients to restore active usage of credit facilities with an accent on dormancy diagnosis and personalized outreach. Focus on analyzing behavioral data to predict churn and implementing re-onboarding processes to maximize customer lifetime value.

Location: Must be based in Cape Town, South Africa

Company

hirify.global is a fintech company providing credit facilities and all-in-one banking tools to SMEs in South Africa.

What you will do

• Execute outbound re-engagement campaigns to identify barriers to facility utilization for inactive SME clients.
• Deliver tailored outreach via phone, email, and WhatsApp to highlight product improvements and funding benefits.
• Guide dormant clients through a refresher onboarding process for the platform and banking tools.
• Collaborate with Sales Operations to ensure financial documentation is current and compliant with Credit Risk standards.
• Analyze behavioral data to identify churn warning signs and provide insights to the Sales Enablement team.
• Conduct exit interviews with departing clients to document reasons for churn and improve internal processes.

Requirements

• 2+ years of experience in Customer Retention, Account Management, or Customer Success.
• Professional background in B2B Fintech or Financial Services.
• Strong understanding of the South African SME landscape and cash flow cycles.
• Proficiency in CRM platforms, specifically Zendesk.
• Fluency in English is required.
• Must be located in Cape Town, South Africa.

Nice to have

• Degree or Diploma in Business, Marketing, or Communications.
• Proficiency in additional local South African languages for personalized outreach.