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? At Duda (www.duda.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.
Duda is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or any other personal characteristic. If you have a disability or special need that requires accommodation to navigate our careers site or to complete the application process, please contact [email protected].
Want to learn more about Duda? Check us out here!
Skills Required
- Reside in Florianopolis
- 2+ years in Customer Success, Account Management, Retention, or Customer Operations at a SaaS or software company
- Excellent negotiation and conflict resolution skills
- Commercial mindset balancing customer satisfaction and business objectives
- Comfortable managing complex conversations about 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
- Experience supporting agency or B2B SaaS customers
What the Team is Saying
Duda, Inc. Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is presented as comprehensive, with medical, dental (including orthodontia), and vision, plan choice (rich PPO or HSA-compatible with employer HSA contribution), and coverage starting the first day of the month after hire. Materials also indicate 100% employer-paid life and disability and company-covered individual premiums with substantial support for dependents.
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Parental & Family Support — New parents receive 12 weeks at 100% pay plus an additional 4 weeks at 60% pay. Family-oriented supports such as an onsite Mother’s Room and company-sponsored family events are also highlighted.
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Equity Value & Accessibility — Equity is described as broadly accessible, with grants for all employees at hire and continued opportunities over time. This sits alongside competitive pay and tuition reimbursement as core elements of total rewards.
Duda, Inc. Insights
What We Do
As the trusted choice for digital agencies, SaaS platforms, and web professionals, Duda powers over 1 million websites worldwide. Our platform offers a comprehensive suite of tools that enable users to efficiently create pixel-perfect, feature-rich websites at scale.
Why Work With Us
At Duda, our philosophy is centered around learning and growth. We see challenges not as obstacles but as opportunities to spark new ideas and become better at what we do. This philosophy impacts everything we do, from how we interact with customers to the care we extend to our team. From the moment you join Duda, you'll feel like a valued member.
Gallery
Duda, Inc. Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Colorado Duders benefit from a collaborative hybrid work model, with dedicated in-office days every Tuesday, Wednesday, and Thursday, complemented by the flexibility to work remotely on Mondays and Fridays.
