Retention Specialist

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

📋 Description

• Manage cancellation, refund, and escalation requests with professionalism and empathy, identifying underlying issues and utilizing SEO and campaign data to illustrate value and retain clients.

• Engage in proactive outreach to recently cancelled clients, rebuilding trust and addressing their concerns through consultative communication.

• Create and implement retention strategies aimed at reducing churn and enhancing client loyalty.

• Leverage SEO, campaign analytics, and local search reports to inform clients about performance and showcase BizIQ's value.

• Ensure accurate CRM records are maintained and follow-up queues for at-risk and cancelled clients are organized.

• Foster trusted client relationships by proactively understanding business needs and addressing concerns before they escalate.

• Work in collaboration with Account Management, Sales, and Product teams to resolve issues and enhance the client experience.

• Analyze trends in retention and cancellation, providing insights to leadership for the improvement of retention strategies, services, and communications.

• Keep up-to-date with SEO, Google updates, local search, and trends in digital marketing.

• Confidently present BizIQ's services and value using presentation tools and video.

⛳️ Requirements

• Over 5 years of experience in digital marketing or SEO, particularly in local search, Google Business Profile, and explaining campaign performance to clients.

• More than 5 years of experience in retention, customer success, account management, or a similar client-facing role with proven retention results.

• Experience working directly with small business owners, understanding their needs, budgets, and factors that drive retention.

• Proven experience handling cancellations, escalations, and win-back opportunities in emotionally charged situations.

• Familiarity with CRM platforms for managing contacts, follow-ups, and retention outcomes.

• Experience in a digital marketing agency or SaaS environment serving SMB clients is highly preferred.

• Bonus: Bachelor's degree in Business Administration, Marketing, Communications, or a related field.

• Additional Plus: Google certifications (Analytics, Ads, or Google Business Profile).

🏝️ Benefits

• Four Medical plans (with Company HSA Contribution).

• MetLife Dental plans.

• Vision plan.

• Life Insurance.

• Disability Insurance and more.

• 15 days of PTO accrued annually.

• 6 paid holidays.

• 4 floating holidays.

• 401K.

• Inclusive and supportive parental leave policy.

• Peer-to-peer Recognition: A rewards program where you can earn weekly prizes including Amazon gift cards or other rewards.

• Award Winning Culture: A fun, energetic workplace with a supportive atmosphere, no traveling required.