Retention Specialist

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

📋 Description

• Take charge of retention initiatives for high-risk and high-value customer accounts by analyzing account health, usage patterns, support history, payment activities, and customer feedback.

• Proactively engage with customers who exhibit signs of dissatisfaction or are at risk of cancellation.

• Create tailored retention strategies for each account, detailing issues, necessary actions, responsible individuals, and follow-up schedules.

• Serve as the main escalation point for intricate, sensitive, or high-value cancellation cases.

• Resolve challenging customer discussions through a consultative and solutions-oriented approach.

• Collaborate across departments, including Operations, Product, Billing, Sales, and Customer Success, to address fundamental customer issues.

• Record retention discussions, action plans, results, and customer feedback in the CRM.

• Mentor Customer Success Managers on identifying early-stage churn risks, managing objections, conducting discovery, and escalating issues.

• Transform recurring cancellation insights into retention strategies, standard operating procedures, and enhancements for customer experience.

• Discover growth opportunities within retained accounts after addressing primary concerns.

⛳️ Requirements

• 3–5+ years of experience in Customer Success, Account Management, Retention, or similar B2B customer-facing roles.

• Demonstrated success in retaining customers who are contemplating cancellation or departure.

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

• Confident in handling difficult conversations and addressing customer concerns in a direct and professional manner.

• Experience in coaching, mentoring, or training customer-facing team members.

• Strong analytical skills with a knack for identifying root causes rather than just addressing surface issues.

• Proficient in using a CRM and leveraging customer/account data to prioritize actions and develop plans.

• Exceptional organizational skills and the capability to manage multiple high-priority accounts and follow-ups concurrently.

• Experience in developing or enhancing playbooks, SOPs, workflows, or customer-facing processes is advantageous.

• Familiarity with subscription/SaaS models, lead generation, real estate investors, small business clientele, or knowledge of churn and NRR metrics is a plus.

🏝️ Benefits

• Performance Bonus

• Comprehensive paid training and onboarding

• Employer-covered Medical, Dental, and Vision insurance

• 401(k) with company match

• Fully remote position

• Long-term growth opportunities

• Performance bonuses linked to customer retention, revenue protection, account expansion, and customer satisfaction

• Chance to directly influence company growth and recurring revenue

• Supportive, high-achieving leadership team

• Opportunities for career advancement within a rapidly growing organization