Customer Retention Specialist
Job Summary
Owning customer retention for high-risk accounts, the full-time Customer Retention Specialist will manage escalations, develop save plans, and coach Customer Success Managers, all while working remotely.
Key responsibilities
- Own retention for high-risk or high-value accounts by reviewing health signals and proactively reaching out
- Build account-specific save plans with clear actions and follow-up dates
- Serve as the escalation point for complex cancellation risks and coordinate with internal teams to resolve issues
Required qualifications
- 3-5+ years in Customer Success, Account Management, Retention, or a related B2B customer-facing role
- Experience in de-escalation, negotiation, and consultative communication
- Proven experience coaching or training customer-facing teammates
- Comfortable using a CRM and analyzing account data for actionable plans
- Nice to have: background in subscription/SaaS/lead-gen and familiarity with churn/NRR metrics
Complete Job Description
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