Customer Support Retention & Renewals

As a Customer Support Retention & Renewals Specialist at Suvit Fintech Pvt Ltd, an AI-powered accounting automation platform, headquartered in Surat, Gujarat, India, you will play a crucial role in engaging with existing customers, primarily Chartered Accountants and accounting professionals. Your main responsibilities will include ensuring continued satisfaction, reducing churn, and managing timely subscription renewals. By closely collaborating with Customer Success, Sales, and Product teams, you will help users experience maximum value from our AI-driven accounting platform. Key Responsibilities: - Proactively engage with customers to understand pain points and drive retention - Manage and optimize subscription renewal cycles - Identify churn risks and take timely action to re-engage users - Communicate value propositions and product updates to encourage continued usage - Maintain accurate records of customer interactions and renewal statuses - Collaborate with internal teams to improve customer experience and reduce cancellation rates - Gather customer feedback and escalate relevant insights to the product and success teams Job Requirements: - 2+ years of experience in a customer support or related role - Non-IT backgrounds are welcome if knowledgeable in customer support and Tally - Understanding of Tally and accounting software is a strong plus - Ability to work in a fast-paced environment and handle challenging customer situations - Proven experience in customer support, retention, or renewals (any industry) - Strong communication and problem-solving skills - Ability to build rapport with professional users, especially CAs and accounting firms - Comfort with SaaS tools and CRM systems - A proactive, empathetic, and solution-oriented mindset Key Skills & Competencies: - Strong communication and interpersonal skills - Patience and empathy in customer interactions - Problem-solving mindset with the ability to prioritize tasks - Quick learner with technical aptitude - Team player with a proactive and positive approach Suvit Fintech Pvt Ltd, with over 5,000 tax professionals and CAs actively using the platform, has processed more than 135 million transactions, saving users over 1.3 million hours collectively. The company's mission is to empower accounting professionals by reducing manual tasks, improving data accuracy, and enabling smarter decision-making through automation.,