Retention Specialist

Job Summary

As a key member of the Customer Success team, the full-time remote Retention Specialist will manage inbound cancellations, implement retention initiatives, and drive revenue growth by understanding customer needs and addressing their concerns.

Key responsibilities

• Proactively engage with customers requesting cancellations to identify pain points and offer personalized retention solutions
• Resolve customer issues efficiently, collaborating with internal teams to ensure concerns are documented and addressed
• Develop and implement tailored retention strategies based on customer feedback and data analysis

Required qualifications

• 2+ years of experience in customer service, sales, or a related field
• Strong foundation in customer-facing roles with excellent communication and active listening skills
• Proven track record of meeting or exceeding quotas/KPIs
• Experience with Salesforce or similar CRM systems
• Ability to handle high-volume, fast-paced phone interactions with resilience