Retention Specialist

Job Summary

A company is looking for a Retention Specialist to engage with customers at critical decision points to help retain their business.

Key Responsibilities

• Respond to customer retention inquiries via phone, email, and Salesforce, focusing on positive outcomes
• Manage inbound calls from customers requesting cancellation or downgrade, utilizing retention techniques
• Collaborate with cross-functional teams to resolve customer issues and track cancellation reasons for process improvements

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 skills 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