Retention Specialist

Retention Specialist

At Lighthouse, we're on a mission to revolutionize commercial strategy as hospitality's most powerful AI platform. We take the world's largest hotel data network and transform it into real-time intelligence that drives action. With $370M in Series C funding and over $100M in ARR, we are scaling at lightspeed. Our 850+ teammates across 35 countries aren't just building softwarethey are leveraging cutting-edge AI to help hoteliers be the first to act. Tens of thousands of hotels across 185 countries trust Lighthouse to execute their commercial strategy, including every one of the top 15 global chains and thousands of independent hotels that consistently outperform their markets. With Lighthouse AI, the intelligence gets deeper. Decisions get smarter. Actions get faster. We help hoteliers be first to act.

We are Lumineers. Our shared values keep us on a collaborative path fostering a cultural and customer centric environment

• Pursuit of greatness: We're innovators who care deeply about our customers' success. Our team brings their best work, stays curious, and delivers excellence through attention to detail
• Meaningful work matters: We make every moment count by knowing what to deliver, why it matters, and how it drives Lighthouse forward
• Elevate each other: We don't just work together - we grow together. What unites us is understanding each other as people and working toward shared goals

We're more than just a workplace we're a community. Collaborative, fun, and deeply committed, we work hard together to revolutionize the hospitality sector. Are you ready to join us and shine brighter in the industry's most exciting rocket-ship?

Job Details

• Customer Operations
• Spain remote
• Full-Time Remote

What you will do

As a Retention Specialist, you will help establish Lighthouse's dedicated retention capability for non-managed accounts, acting as the first line of defense against churn. This is a hands-on operator role: you will handle churn requests, investigate account risks, apply retention playbooks, create recovery plans, and execute scalable outbound interventions that protect recurring revenue. You will combine data, persuasive objection handling, automated workflows, and AI tools to improve win-back outcomes and follow each case through to a clear resolution.

Where you will have impact

• Protect recurring revenue: Turn timely, account-level intervention into stronger renewals, fewer cancellations, and improved win-back outcomes across the non-managed customer segment.
• Recover customers in distress: Build credible, tailored plans that address the reasons customers intend to leave and give them a clear path back to value.
• Build a scalable outbound motion: Move beyond reacting to churn requests by combining predictive risk signals, digital campaigns, and targeted human outreach.
• Strengthen case ownership: Create a reliable end-to-end approach in an area where ownership of non-managed account churn is currently limited.
• Optimize retention ROI: Use case outcomes and performance insights to refine playbooks, workflows, and Lighthouse's engagement model over time.
• Provide account-level intervention: Handle the specific, hands-on work required when general retention campaigns are not enough.
• Protect larger customer relationships: Lead the response when risks emerge in larger accounts while coordinating closely with the relevant commercial and customer teams.
• Generate actionable insight: Log churn reasons and identify recurring customer pain points, creating a feedback loop that strengthens lifecycle campaigns, informs product priorities, and helps commercial teams focus their time effectively.

About our team

You'll join a collaborative, high-visibility team working at the intersection of Customer Engagement, Customer Operations, and broader post-sales functions. This role partners closely with stakeholders across customer engagement, customer care, account management, and product-related teams to improve how Lighthouse supports customers at scale.

What's in it for you?

• Flexible working environment: Work from home or at one of our global offices.
• Flexible time off: Autonomy to manage your work-life balance.
• Alan Healthy benefits: 160/month for food or nursery.
• Payflow App: Access your earned salary in advance at no cost to you.
• Flexible retribution: Optional benefits through tax-free payroll deductions for food, transportation and/or nursery.
• Wellbeing support: Subsidized up to 80% ClassPass subscription.
• Comprehensive health insurance: 100% Alan coverage for you, your spouse, and dependents.
• Collaborative team: High-bar, friendly, creative, and passionate colleagues.
• Career development: Workshops, frameworks, tools, training, and processes to realize your full potential.
• Impactful work: Shape products relied on by 85,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• Referral bonuses: Earn rewards for bringing in new talent.

Who you are

• At least 2 years of experience in customer care, onboarding, engagement, retention management, or a related customer-facing role.
• Strong knowledge of the hospitality industry, including hotel operations, property management, and revenue systems.
• Experience in outbound customer engagement and objection handling, including influencing customers who are at risk or have already decided to leave.
• Hands-on experience using customer engagement and CRM platforms such as Gainsight, Intercom, and Salesforce.
• Confidence using AI tools to improve workflows, solve problems, and support execution. You're curious, resourceful, and able to apply AI in practical ways rather than treating it as a buzzword.
• A self-starter mindset with the autonomy to identify the right next steps, execute without dropping the ball and build momentum without waiting for constant direction.
• Solid analytical, problem-solving, and troubleshooting skills, enabling you to diagnose churn risk and translate findings into a practical recovery plan.
• Comfort managing multiple short-term, account-specific initiatives at once.

Diversity, equity, inclusion, and belonging

Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. Our commitment to equality is part of our culture. If you require reasonable accommodation at any point during the application or interview process, please notify your recruiter.

Not ticking every box? No problem! We value diverse backgrounds and unique skill sets, and we encourage individuals from all walks of life to apply. If your experience looks a little different from what we've described, but you're passionate about what we do and are a quick learner, we'd love to hear from you!