Customer Support – Retention & Renewals

Job Description

Role - Customer Support – Retention & Renewals Specialist Type : Full-time, On-site Job Location : Surat & Ahmedabad (work-from-office) Company Description - Suvit Fintech Pvt Ltd is an AI-powered accounting automation platform headquartered in Surat , Gujarat, India. Suvit aims to revolutionize the accounting and taxation landscape for professionals such as Chartered Accountants (CAs), tax consultants, and bookkeeping firms. Suvit offers a comprehensive suite of features designed to streamline accounting workflows - Data Entry Automation, GST Reconciliation, Document Management, Client Management and Reports & Analytics. Job Description: We are seeking a customer-centric professional to join our team as a Customer Support – Retention & Renewals Specialist . You will be responsible for engaging with our existing customer base—primarily Chartered Accountants and accounting professionals—to ensure continued satisfaction, reduce churn, and manage timely subscription renewals. You’ll work closely with Customer Success, Sales, and Product teams to ensure users experience maximum value from our AI-driven accounting platform. Key Responsibilities: 1. Proactively engage with customers to understand pain points and drive retention 2. Manage and optimize subscription renewal cycles 3. Identify churn risks and take timely action to re-engage users 4. Communicate value propositions and product updates to encourage continued usage 5. Maintain accurate records of customer interactions and renewal statuses 6. Collaborate with internal teams to improve customer experience and reduce cancellation rates 7. Gather customer feedback and escalate relevant insights to the product and success teams Job Requirements: 1. Experience: 2–6 years in a customer support or related role. 2. Education/Background: Non-IT backgrounds are welcome if knowledgeable in customer support and Tally. 3. Preferred: Understanding of Tally and accounting software is a strong plus. 4. Ability to work in a fast-paced environment and handle challenging customer situations. 5. Proven experience in customer support, retention, or renewals (any industry). 6. Strong communication and problem-solving skills. 7. Ability to build rapport with professional users (especially CAs/accounting firms) 8. Comfort with SaaS tools and CRM systems. 9. A proactive, empathetic, and solution-oriented mindset Key Skills & Competencies: 1. Strong communication and interpersonal skills. 2. Patience and empathy in customer interactions. 3. Problem-solving mindset with the ability to prioritize tasks. 4. Quick learner with technical aptitude. 5. Team player with a proactive and positive approach. With over 5,000 tax professionals and CAs actively using Suvit, the platform has processed more than 135 million transactions, saving users over 1.3 million hours collectively. Suvit 's mission is to empower accounting professionals by reducing manual tasks, improving data accuracy, and enabling smarter decision-making through automation. Show more Show less