Retention Specialist

📋 Description

• Respond promptly and professionally to customer retention inquiries via phone, email, and
• Manage inbound calls from customers requesting cancellation or downgrade, applying problem-solving
• Identify the customer's industry, pain points, and usage trends to personalize messaging and
• Leverage a structured offer tree, active listening, and product knowledge to recommend relevant
• Use save offers judiciously based on call type, business rules, customer potential, and historical
• Collaborate with Billing, Tier 1, Customer Success, and Product Support teams to resolve underlying

🎯 Requirements

• 2+ years in a Customer Retention, Inside Sales, or Account Management role (preferably in a SaaS
• Strong verbal and written communication skills with a proven ability to handle sensitive customer
• Demonstrated experience with save-rate driven metrics or quota-based goals
• Ability to navigate difficult conversations and turn negative experiences into positive outcomes
• Strong analytical thinking with the ability to assess account history, campaign effectiveness, and
• Familiarity with Salesforce, Stripe, Five9, IEX, Verint and customer lifecycle stages, and CRM best

🎁 Benefits

• Health and welfare benefits including paid leave
• Generous paid time off policy
• Competitive benefits package supporting health and well-being
• Hybrid work model combining remote convenience with in-person office collaboration
• Opportunities for career growth, coaching, and professional development
• Culture of diversity and inclusion