Senior CRM Retention Specialist

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

📋 Description

• Overseeing customer health indicators across the DP360 dealer network — including usage trends, feature utilization, NPS, support ticket volume, and renewal schedules — to identify at-risk accounts before churn intentions are communicated.

• Developing and enhancing a customer risk scoring system, along with implementing structured outreach strategies that re-engage dealers and validate CRM ROI.

• Collaborating with Sales to jointly manage renewal discussions, and with Marketing on targeted re-engagement initiatives for inactive segments.

• Leading the retention process for customers who have submitted cancellation requests or indicated a strong desire to leave, facilitating structured recovery dialogues to retain the account or negotiate a resolution.

• Creating and sustaining a repository of reactive retention playbooks — including objection-handling scripts, concession strategies, and win-back offer guidelines.

• Conducting organized exit interviews with churned customers and incorporating root cause insights back into retention strategies.

• Managing churn reporting for DP360 — delivering regular analyses of churn rates, revenue effects, cohort patterns, and risk concentration by segment.

• Establishing and maintaining a detailed view of the CRM competitive environment, tracking competitor pricing, features, and incentives for switching.

• Serving as the primary CRM retention advocate across DP360, providing structured churn intelligence to Product planning and quarterly business assessments.

⛳️ Requirements

• 2–4+ years of experience in a SaaS customer retention, customer success, or account management role with direct exposure to churn prevention — experience in CRM or dealer technology is preferred.

• Proven experience in managing both proactive retention initiatives and reactive churn recovery, with measurable outcomes against GRR or equivalent revenue retention metrics.

• Strong customer-facing communication skills — adept at leading challenging discussions with dealership owners and GMs, de-escalating frustrated customers, and negotiating solutions that safeguard revenue relationships.

• Analytical mindset with hands-on experience utilizing CRM platforms, churn dashboards, and customer health scoring systems.

• Experience collaborating cross-functionally with Product, Support, Sales, and Marketing teams to achieve coordinated retention outcomes.

• Genuine enthusiasm for understanding dealership operations and CRM workflows in detail — this is a specialized role requiring product expertise, rather than a general retention position.

• Demonstrated ability to structure and document playbooks, root cause frameworks, and retention reporting.

• Must reside in the United States or Canada with eligibility to work without sponsorship.

🏝️ Benefits

• An inclusive and supportive work atmosphere where you can advance your career while engaging in work that has a meaningful impact on the world.

• The opportunity to be part of a global network of digital marketplace enterprises (CAR Group) situated in Australia, Brazil, Chile, and South Korea - together, we have about 2,500 team members worldwide, and our CAR Group Tour may take you to work in one of these businesses in the near future.

• A variety of flexible leave options and employee benefits, including up to 31 days of paid time off in your first year, continuing education through access to LinkedIn Learning, a comprehensive benefits package encompassing medical, dental & vision, 401K with company match, and a wellness program.