Customer Retention Specialist

TeamViewer provides a leading Digital Workplace platform that connects people with technology—enabling, improving and automating digital processes to make work work better. Our software solutions harness the power of AI and shape the future of digitalization. We believe that our diverse teams and strong company culture are key to the success of our products and technologies, that hundreds of millions of users around the world and around 645,000 customers across all industries rely on.

As a Customer Retention Specialist for the Japan 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.

• 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).
• 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 Japan region.

Requirements:

• Fluent in Japanese with business‑level proficiency in English.
• 1-3 years' experience in customer retention, inside sales, account management, customer service, and/or working experience in Japan.
• Strong communication, relationship‑building, and stakeholder management skills, with the ability to influence decisions and effectively engage business customers across Australia and New Zealand.
• Customer‑focused, proactive, and solution‑oriented mindset, demonstrating initiative, accountability, and the ability to handle objections and customer concerns.
• Ability to work independently and collaboratively in a team environment.
• Proficiency with CRM platforms and business productivity tools, including Microsoft 365, Office, and Outlook.
• Experience in SaaS or technology environments, including familiarity with subscription‑based business models.
• Understanding Japan market dynamics, business challenges, and customer drivers.
• Strong analytical skills, with the ability to interpret data and identify churn risks, customer trends, and upsell opportunities.

What we offer:

• Onsite Onboarding in our Adelaide office for an optimal start.
• Public transport friendly offices.
• Regular Team events and company-wide celebrations.
• Open door policy, no dress code rules, frequent all Hands and Leadership Lunches.
• Hybrid and Flexible work time.
• Work From Abroad Program allowing up to 40 days of work outside your contracting country.
• We celebrate diversity as one of core values, join and drive one of the c-a-r-e initiatives together with us!

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. If you require any accommodations or adjustments during the application or hiring process, including interview or onboarding support, please reach out to your Talent Acquisition Partner, who will be happy to support you.