Retention Specialist

📋 Description

• Own retention efforts for high-risk and high-value customer accounts by analyzing account health
• Proactively engage customers showing signs of dissatisfaction or potential cancellation and work to
• Develop account-specific retention plans outlining the core issue, required actions, responsible
• Serve as the primary escalation point for complex, sensitive, or high-value cancellation situations.
• De-escalate challenging customer conversations using a consultative, empathetic, and
• Partner with Operations, Product, Billing, Sales, and Customer Success teams to identify and

🎯 Requirements

• 3–5+ years of experience in Customer Success, Account Management, Retention, or another B2B
• Demonstrated success retaining customers who are considering cancellation or leaving.
• Strong de-escalation, negotiation, consultative communication, and relationship-building skills.
• Confidence handling difficult conversations and addressing sensitive customer concerns directly and
• Experience coaching, mentoring, or training customer-facing team members.
• Strong analytical and problem-solving abilities, with a focus on identifying root causes rather

🎁 Benefits

• Base salary of $70,000–$90,000.
• Performance-based on-target earnings of $120,000–$150,000.
• Additional performance bonuses tied to customer retention, revenue protection, account expansion
• Comprehensive paid training and onboarding.
• Employer-paid medical, dental, and vision insurance.
• 401(k) with company match.