Customer Retention Specialist

This is a fully remote position, open to applicants in Texas.

📋 Description

• Take charge of retention efforts for high-risk or valuable accounts by analyzing health indicators, prioritizing based on risk and revenue exposure, and proactively reaching out.

• Develop tailored save plans for each account, including specific actions, responsible parties, and follow-up timelines.

• Keep a record of all retention discussions and their outcomes.

• Act as the primary contact for complex or sensitive cancellation risks.

• Resolve issues, collaborate with Operations, Product, Billing, and Sales to identify root causes, and ensure closure with customers.

• Mentor Customer Success Managers on early pre-churn discussions, handling objections, formulating discovery questions, conducting call reviews, and understanding escalation protocols.

• Transform churn trends into actionable playbooks, standard operating procedures, and process improvements.

• Collaborate with the Senior Manager of Customer Success to analyze cancellation factors and implement enhancements.

• Assist in expansion discussions with retained accounts following the resolution of key customer concerns.

⛳️ Requirements

• 3–5+ years of experience in Customer Success, Account Management, Retention, or a similar B2B customer-facing role, demonstrating a history of successfully retaining customers.

• Excellent de-escalation, negotiation, and consultative communication abilities.

• Background in coaching or training customer-facing team members.

• Proficient in utilizing a CRM and translating account data into actionable strategies.

• Preferred: experience in subscription/SaaS/lead generation sectors.

• Preferred: familiarity with real estate investors or small business clientele.

• Preferred: experience in developing playbooks.

• Preferred: knowledge of churn and net revenue retention (NRR) metrics.

🏝️ Benefits

• 401k

• Medical

• Vision

• Dental

• A dynamic, low-bureaucracy team where your contributions have a direct and visible impact.

• No multiple layers of hierarchy between you and the results.