Retention Specialist

Job Summary

A company is looking for a Retention Specialist to engage with customers at critical decision points and help them rediscover the value of the platform.

Key Responsibilities

• Respond to customer retention inquiries via phone, email, and Salesforce, focusing on positive outcomes
• Manage cancellation requests, applying retention techniques to overcome objections and highlight value
• Identify customer needs and propose tailored marketing strategies that align with their business goals

Required Qualifications

• 2+ years in Customer Retention, Inside Sales, or Account Management, preferably in a SaaS or subscription-based business
• Experience with save-rate driven metrics or quota-based goals
• Strong analytical thinking with the ability to assess account history and campaign effectiveness
• Familiarity with Salesforce and CRM best practices preferred
• A growth mindset with the ability to adapt in a fast-paced environment