Retention Specialist

Join TeamViewer, the leader in remote connectivity software. We harness the potential of cutting-edge technologies such as Augmented Reality and Artificial Intelligence to push the boundaries of innovation and shape the future of digitalization.

Our team of more than 1,500 employees spans different continents, cultures and disciplines. With our inclusive values, we celebrate the unique perspectives and talents each individual brings to the table and foster a dynamic work environment where new ideas thrive.

Become part of our winning team and help us create a world that works better.

About the role

As a Customer Retention Specialist for the ANZ market, you will play a pivotal role in supporting our subscription business model by proactively managing customer relationships at the point of renewal. You will work directly with existing customers to re-confirm their needs, address concerns, and guide them through the renewal process – ensuring continued satisfaction and long-term retention.

This role is ideal for someone with excellent communication skills, customer-first mindset, and a strong commercial acumen. You'll collaborate closely with cross-functional teams including Sales, Customer Support, and Finance.

Responsibilities

• Re-establish and confirm customer needs: Proactively engage with customers approaching subscription renewal to revisit their current setup, understand how they’re using TeamViewer solutions, and ensure those solutions still align with their business goals.
• Handle renewal-related inquiries: Respond promptly and professionally to inbound customer queries via phone and email, covering topics such as contract terms, billing, subscription plans, and product capabilities.
• Conduct customer needs analysis and solution mapping: Take a consultative approach to explore customers’ evolving business requirements. Identify opportunities for additional value through upgraded plans, complementary products, or improved license structures.
• Support data-driven decision-making: Collaborate with the broader retention team to gather structured feedback from customers. Identify common concerns, reasons for churn, and opportunities to enhance customer satisfaction.
• Assist with strategy development and execution: Contribute to the design and roll-out of targeted retention strategies tailored to specific customer segments (e.g. by industry, size, or product usage level). This includes participating in testing new messaging, pricing models, or engagement approaches.
• Accurate CRM management: Maintain up-to-date customer records, renewal statuses, feedback, and activity notes in Microsoft 365 or other CRM tools to support accurate forecasting and reporting.
• Cross-functional collaboration: Work closely with Customer Success Managers, Sales, and Support teams to coordinate renewal efforts and ensure customers receive a cohesive experience throughout their journey.
• Meet and exceed KPIs: Take ownership of personal and team renewal targets, contributing to overall retention goals for the ANZ region.

Requirements

• 1–3 years’ experience in customer retention, inside sales, account management, or customer service.
• Strong verbal and written communication skills tailored to a business customer base in Australia and New Zealand.
• Customer-centric mindset with proven ability to build relationships and influence decisions.
• High level of initiative, accountability, and a solution-focused approach to handling objections or customer concerns.
• Ability to work both independently and collaboratively in a team-based environment.
• Experience using CRM tools (e.g., Microsoft 365) and business productivity tools (Microsoft Office, Outlook, etc.).
• Previous experience in SaaS or technology environments.
• Familiarity with subscription-based sales models.
• Understanding of key business drivers and challenges within the ANZ region.
• Proficiency in data interpretation to identify churn risk trends or upsell opportunities.

What we offer

• Position location is in Adelaide

• Modern CBD office, public transport friendly 

• Hybrid working arrangement 

• Quarterly team events and company-wide celebrations 

• Enjoy shared staff lunches, as well as complimentary fruit, tea, and coffee 

• Opportunity to attend events including the F1 . 

• End-of-trip facilities available including secured bike storage, lockers, and fully equipped changerooms 

• Well-being offers and retail discounts available through our building host 

• Help us celebrate diversity; our APAC team come from 22 different nationalities 

TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.