Customer Retention Specialist

Job Summary

A company is looking for a Customer Solutions and Retention Specialist (Remote).

Key Responsibilities

• Handle incoming customer inquiries regarding cancellations, downgrades, and support questions, focusing on retention
• Ask consultative questions to understand customer needs and present tailored solution options
• Manage subscription changes and document customer interactions in internal tools

Required Qualifications

• 2-3 years of experience in sales, retention, or customer success/support
• 1-2 years of SaaS experience preferred
• Demonstrated ability to meet or exceed retention and customer satisfaction targets
• Proven ability to provide excellent customer experiences in challenging situations
• Comfortable operating in ambiguity and adapting to different customer personalities