Retention Specialist

📋 Description

• Respond promptly to retention inquiries via phone, email, and Salesforce.
• Manage inbound calls from customers canceling or downgrading.
• Personalize messaging by identifying industry needs and usage trends.
• Leverage product knowledge to recommend features or optimizations.
• Use save offers and business rules to guide decisions.
• Collaborate with Billing, Tier 1, Customer Success, and Product Support.
• Track cancellation reasons and trends to drive improvements.
• Drive revenue preservation and churn reduction.

🎯 Requirements

• 2+ years in a Customer Retention, Inside Sales, or Account Management role (SaaS preferred)
• Strong verbal and written communication; comfortable with sensitive conversations.
• Experience with save-rate metrics or quota-based goals.
• Ability to navigate difficult conversations and turn negatives into positives.
• Strong analytical thinking; assess history, campaigns, and billing patterns.
• Familiarity with Salesforce, Stripe, Five9, IEX, Verint; CRM best practices.
• Growth mindset - quick learner, adaptable, and goal-driven.
• Ability to navigate multiple systems to resolve inquiries.

🎁 Benefits

• Hybrid workforce: remote work with office collaboration.
• Generous paid time off and comprehensive benefits.
• Opportunities for career growth and professional development.
• Diversity and an inclusive culture.
• Supportive team and learning opportunities.
• Flexible work arrangements and work-life balance.