Customer Retention Specialist

Job Summary

Engaging directly with customers at risk of cancellation, the full-time remote Customer Retention Specialist will utilize consultative and empathetic techniques to help clients rediscover the value of the platform, thereby preserving revenue and reducing churn.

Key responsibilities

• Respond promptly to customer retention inquiries via phone, email, and Salesforce, ensuring positive outcomes
• Manage inbound calls from customers requesting cancellation or downgrade, applying retention techniques to highlight solution-based value
• Identify customer pain points and usage trends to provide tailored consultative support and marketing strategies

Required qualifications

• 2+ years in a Customer Retention, Inside Sales, or Account Management role, preferably in a SaaS or subscription-based business
• Demonstrated 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
• Ability to navigate difficult conversations and turn negative experiences into positive outcomes