Swyft Filings is searching for an experienced Subscription Renewals and Retention Analyst to ensure our subscription services continue to add value in a seamless way that encourages our customers to continue growing their businesses with us. This individual will create operating procedures intended to increase customer retention across various lines of business. In addition, the Renewals and Retention Analyst will work closely with the customer support team and eventually build a small retention team, teaching them how to utilize various techniques to nurture customer relationships and salvage at-risk accounts. Our ideal candidate exhibits strong organizational skills, an analytical mindset, a persistent work style, and is passionate about working with small businesses.

If you’re ready for a significant opportunity to take on meaningful responsibilities, bring innovative ideas to our company, and have the drive to follow them through to completion, you’re exactly who we’re looking for.

About Swyft Filings

Swyft Filings is an online filing service for business formations. More importantly, we’re a company that has helped budding entrepreneurs start over 300,000 new businesses (and counting). Our mission is to empower the aspirational - and by that we mean we take a complex process and automate it to make it easier for small businesses and individuals to launch their business dreams without having to hire high-priced professionals or worrying about administrative headaches.

Since 2015, we’ve grown from a lawyer and two online entrepreneurs into a team over 100 people strong – and you can bet we’re not done yet. We’re proud to have been ranked as one of the fastest-growing companies in Houston, nationally by the Inc 5000, and we’re also listed as a Top Workplace by the Houston Chronicle.

About You

This position is all about win-win. Help us to continue adding value to the customers while minimizing the company’s financial losses by developing practices and procedures that prevent churn on our subscription services. You will be responsible for building and streamlining the processes behind our subscription-based products/services in order to improve our retention rates. You will define how we process subscription payments, how we can prevent customers from canceling their recurring services, and how to coordinate mutually beneficial arrangements to retain customers.

What You’ll Do

  • Develop talking points and email templates to keep customers informed about their subscription payments, updates to the product, and who to contact with questions
  • Design a customer service outreach strategy that includes methods to save subscriptions while maintaining a positive rapport with customers
  • Analyze frequent causes of subscriptions being canceled, and come up with solutions to minimize the amount of cancellations
  • Build up detailed knowledge about the company's products and services, and create materials that convey their value to customers
  • Recover and reinstate accounts once customers decide to continue their subscription
  • Identify and resolve issues that would hinder customers from renewing their subscriptions
  • Negotiate and follow up regularly for timely recovery of subscriptions and accounts
  • Empathize with client needs and circumstances while arranging plans to continue services or collect on delinquent accounts
  • Monitor subscription and collection metrics and present trends and findings to the leadership team, and provide recommendations for improvement
  • Work with the training and customer success teams to improve customer interactions as it relates to subscriptions
  • Strive to uphold our company values in every interaction by providing top-notch customer service to solidify our company’s’ reputation as a trusted resource for entrepreneurs

What You’ll Need

  • 5+ years of subscription management and retention experience preferably in e-commerce or SaaS
  • Knowledge of the latest in customer retention and subscription management processes
  • The ability to analyze available data and problem solve to make our subscription offerings better for customers
  • Exceptional communication skills, both written and verbal
  • Experience negotiating, processing, monitoring, and optimizing payment plan protocols with customers
  • A positive, empathetic attitude that cultivates trust with customers and leaves them with a positive opinion of our company
  • Strong listening, problem-solving, and critical thinking skills
  • Ability to create and implement processes to streamline and enhance our subscription services and retention initiatives
  • Experience in B2C subscription models preferred
  • Experience with subscription management software services is a must
  • Specific experience with Chargebee is a huge plus

Benefits:

  • Health Insurance
  • Life Insurance
  • Dental & Vision Insurance
  • Disability Insurance
  • 401(k)
  • Competitive Paid Time Off
  • Hybrid Work Model (in-office and remote)
  • Parental Leave
  • Casual Dress Code
  • Free Branded SWAG
  • Healthy Snacks in Office
  • Company Events
  • Referral Program