Retention Specialist / Accounts & Billing (must reside in Florianópolis)

WHO WE ARE

Duda, the premier website builder for web professionals, marketing agencies and Vertical SaaS companies, serves small businesses through partnerships with major tech and media giants like GoDaddy, TripAdvisor, and ZenBusiness. Duda is a profitable business; our platform has powered over 1 million websites, and we’re backed by $100 million investment from notable investors. A DAY IN THE LIFE Do you measure your success by the success of your customers?

co) we are driven by our desire to empower our customers with the most innovative and efficient tools for creating, managing and cultivating the online presence of their SMB customers. We are looking for a Retention Specialist / Accounts & Billing, focused on Accounts, Billing, & Retention. This person will manage a portfolio of agency customers, supporting account growth, renewals, billing, customer success, and retention initiatives.

This role combines handling inbound support inquiries related to accounts and billing, customer relationship management, commercial negotiations, and operational excellence to deliver an exceptional customer experience while driving long-term customer value. If you are passionate about helping customers, demonstrating value, and driving product adoption, then this is the perfect opportunity for you!

WHAT YOU’LL DO

Handle support inquiries from SMB, Mid-Market, & Agency customers related to renewals, account changes, billing, pricing, and retention. Identify churn risks and proactively engage customers before renewal. Negotiate renewals, custom pricing, contract amendments, and migration strategies.

Identify expansion opportunities through plan upgrades, add-ons, and new Duda products. Handle complex billing inquiries, subscription management, contract interpretation, invoice disputes, and exception requests. Partner closely with Sales, Support, Finance, and Legal to resolve customer issues.

Advocate for customers while balancing company policies and goals. Create & improve internal playbooks for recurring customer scenarios. Analyzing data and leveraging it to influence decisions & identify clear narratives and opportunities.

As part of our Customer Success team, you will also help drive product adoption, share best practices, and implement growth and optimization strategies to drive maximum value and success with new and existing Duda customers.

WHO YOU ARE

2+ years in Customer Success, Account Management, Retention, Customer Operations in a SaaS or software company. A self-starter who is willing to take on whatever the team needs. Excellent negotiation and conflict resolution skills.

Commercial mindset with the ability to balance customer satisfaction and business objectives. Comfortable managing complex customer conversations involving contracts, billing, pricing, and renewals. Strong written and verbal English communication skills.

Highly organized with excellent documentation habits. Ability to prioritize multiple customer requests in a fast-paced environment. Experience working cross-functionally with Product, Finance, Engineering, and Sales.

Experience with Salesforce, Zendesk, Google Workspace, HubSpot, or similar CRM platforms is a plus. Experience supporting agency or B2B SaaS customers is preferred. Location & Work Model Candidates must reside in Florianópolis to align with our team collaboration needs and occasional in-person meetings.

Application Instructions Please submit an English version of your resume when applying. Interviews will be conducted in English to align with our global communication standards. Why Duda?

At Duda, we value creativity, innovation, and collaboration. You’ll have the opportunity to work with a dynamic, talented team, contributing directly to the success of our global support organization. We believe in empowering our people to achieve their best work and create exceptional customer experiences.