Customer Service

Revenue Retention Officer

Cape Town, Western Cape
Work Type: Full Time

Customer Retention is a buzzing word that we currently hear in the SaaS industry. Why? Well..Retention is a key element for success for a company who works on Annual Recurring Revenue (ARR) such as RoomRaccoon. Wondering straight away if you would be the A-Player that we need? Our Revenue Retention Officer will be able to ensure 0% churn of our hoteliers; a “pitbull” if you like that is excited to develop solutions and take ownership of revenue retention. 

This is what you tell people at parties:

I am working at an international super-fast growing tech company and we are revolutionising hoteliers around the globe. RoomRaccoon is awarded the world's best Hotel Management System for 2 years in a row and empowers hoteliers to run their property way more effectively. Our growing team of 91 heads is working from 10 offices all over the world!

Reports To

Head of Global Operations

Your role

Your mission will be to help RoomRaccoon become the world’s most adopted hotel management system in the world, by focusing on running our Churn Task Force (CTF), constantly identifying potential churn and solutions for it. Your duties and responsibilities are; 

  • Reducing current churn by working with the CTF on a daily and weekly basis

  • Maximising revenue by ensuring the retention of our hoteliers through discounts and upselling 

  • Work with our Head of Customer Support to ensure customer satisfaction

  • Work with our Global Customer Success Lead in terms of upselling for revenue generation and preventing downgrades

  • Working with our Marketing Team to gather insights on competitors trends and brand loyalty for revenue

  • Research and collect data on hotelier trends 

  • Reporting on hotelier complaints and developing actionables

  • Developing strategies for hotelier retention 

  • Measuring key performance indicators related to churn and retention efforts

You will be accountable for

  • Ownership of the Churn Task Force (CTF)

  • Ensuring 0% churn through the Churn Task Force

  • Identifying opportunities and threats and creating actionables

Our perfect fit has/is

  • Higher education in business administration / management or equivalent

  • 3+ years experience in a customer success or retention specialist role within a SaaS company

  • Passion for hospitality and technology

  • Resilient and able to work in a fast paced environment

  • Tenacious and assertive in your approach

  • Able to motivate others

  • Ability to influence and put your point across 

Shares our core values:




  4. 🤝  DEAL’S A DEAL  

  5. 👩‍👩‍👧‍👦  EMPOWER ANOTHER


  • Working in a vibrant international fast growing company

  • Unlimited learning & growth potential

  • Your ideas and performance making a big difference in our organisation and the global hotel industry

  • Work hard, Play hard mentality. We love celebrating successes together!

  • Employee Equity Scheme

  • Regular trips to Europe for trainings & celebrational ceremonies (International Week)

  • Annual RoomRaccoon Hotel Experience

  • Friday lunches are on us

  • Quarterly office massages

  • Annual salary increases

  • Training & Development opportunities

Kindly click on the below link and complete the questionnaire: 

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