Customer Retention Specialist

Job Summary

Proactively engaging with at-risk customers, the full-time remote Customer Retention Specialist will conduct outreach to address concerns, provide consultative solutions, and support retention and revenue goals through effective communication and documentation.

Key responsibilities

• Conduct daily outbound outreach to customers flagged for potential churn indicators, such as HealthScore declines and payment failures
• Communicate the value of services, handle objections, and identify opportunities for plan optimization or reactivation
• Log interactions and maintain documentation in CRM systems to support transparency and performance tracking

Required qualifications

• Bachelor's degree preferred
• 2+ years of experience in Customer Service or B2B Sales
• Familiarity with SaaS products and CRM systems; experience with GHL is a plus
• Effective objection-handling and follow-up abilities
• Strong organizational skills with a process-driven approach