Retention Specialist
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Retention Specialist saving high-value customer accounts for a data-driven real estate and home-services lead provider. Building retention plans, coaching success teams, and protecting recurring revenue.
Responsibilities:
- Own retention efforts for high-risk and high-value customer accounts using account health, usage, support history, payment activity, and customer feedback
- Proactively reach out to customers showing signs of dissatisfaction or potential cancellation
- Develop account-specific retention plans outlining problems, required actions, responsible parties, and follow-up timelines
- Act as the primary escalation point for complex, sensitive, or high-value cancellation situations
- De-escalate challenging customer conversations using a consultative, solutions-focused approach
- Work cross-functionally with Operations, Product, Billing, Sales, and Customer Success to resolve underlying customer issues
- Document retention conversations, action plans, outcomes, and customer feedback in the CRM
- Coach Customer Success Managers on early-stage churn risk, objection handling, discovery, and escalation
- Turn recurring cancellation insights into retention playbooks, SOPs, and customer-experience improvements
- Identify expansion opportunities within retained accounts after core concerns are addressed
Requirements:
- 3–5+ years of experience in Customer Success, Account Management, Retention, or another B2B customer-facing role
- Proven ability to successfully retain customers who are considering canceling or leaving
- Strong de-escalation, negotiation, and consultative communication skills
- Comfortable having difficult conversations and addressing customer concerns directly and professionally
- Experience coaching, mentoring, or training customer-facing team members
- Strong problem-solving skills with the ability to identify root causes rather than simply address symptoms
- Comfortable working in a CRM and using customer/account data to determine priorities and build action plans
- Strong organizational skills and the ability to manage multiple high-priority accounts and follow-ups simultaneously
- Experience building or improving playbooks, SOPs, workflows, or customer-facing processes is a plus
- Experience with subscription/SaaS, lead generation, real estate investors, small-business customers, or familiarity with churn and NRR metrics is a plus
Benefits:
- Performance Bonus
- Comprehensive paid training and onboarding
- Employer-paid Medical, Dental, and Vision insurance
- 401(k) with company match
- Fully remote position
- Long-term growth opportunities
- Performance bonuses tied to customer retention, revenue protection, account expansion, and customer satisfaction
- Opportunity to make a direct impact on company growth and recurring revenue
- Collaborative, high-performing leadership team
- Career advancement opportunities within a rapidly growing organization
Similar Jobs
Mortgage Retention Specialist – Outbound
BMO mortgage retention specialist advising Canadian customers on renewal, lending and home financing options. Managing outbound contacts, pricing negotiations, referrals and regulatory compliance.
Email Marketing, Customer Retention Manager
Customer Retention Manager für E-Commerce-Kunden bei RETITO, einer Beratung und Marketingagentur für Start-ups und Scale-ups. Betreuung von CRM-Systemen, Datenanalyse und Retention-Strategien.
Customer Retention Manager
Customer Retention Manager improving learner loyalty, refund prevention, and payment recovery for ELVTR, a global online education company. Leading retention strategy, metrics, coaching, and cross-functional process improvements.
Customer Retention Manager
Customer Retention Manager protecting learner experience for ELVTR, a global online education company. Reducing refunds, recovering payments, and improving retention revenue.
Customer Retention Specialist
Customer retention specialist reducing churn for Truvista telecommunications. Managing proactive outreach, disconnect saves, customer issue resolution, and former-customer win-back sales.
Collections and Retention Specialist
Lead retention specialist managing refunds, payment recovery, and customer loyalty for ELVTR’s global online education platform. Improving retention strategy, KPIs, and revenue recovery.
Customer Retention Representative
Customer Retention Representative re-engaging inactive users for a cryptocurrency kiosk platform. Driving retention revenue through consultative phone sales, promotions, and customer relationship management.
Bilingual Mortgage Retention Specialist
BMO mortgage retention specialist advising bilingual Canadian clients on mortgage renewals and financing. Managing sales, service, compliance, and lending referrals remotely.
Digital Retention Specialist – Contract
Digital Retention Specialist executing Klaviyo email and Attentive SMS campaigns for a consumer lifestyle brand. Managing campaign calendars, QA, segmentation, launches, and performance reporting.
Clinical Retention Specialist
Clinical retention specialist supporting Insulet’s Omnipod diabetes device adoption. Delivering clinical education, proactive outreach, troubleshooting, and data-driven retention strategies remotely.
Customer Retention Specialist
Customer Loyalty Specialist retaining subscribers for Consumer Cellular, a wireless provider for Americans 50+. Building trust, resolving concerns, and recommending personalized wireless solutions.
Membership Growth & Retention Specialist
Membership Growth and Retention Specialist expanding Girl Scout membership across Northern Illinois. Recruiting, supporting, and developing volunteers through community events and leadership programming.
Manager, Customer Retention
Manager of Customer Retention responsible for reducing churn and improving customer loyalty at broadband communications provider. Leading strategies to enhance customer experience and support team performance.
Customer Retention, Accounts Officer
Customer Retention & Accounts Officer managing membership cancellations and overdue accounts. Focused on customer experience and retention strategies within Assure's subscription service.
Wholesale Production Retention Specialist
Retention Specialist at Longbridge helping seniors unlock their home equity and ensuring successful loan processing. Collaborating within teams for structuring challenges and maintaining compliance in the loan process.
Retention Manager
Retention Manager managing subscriber retention programs and reducing churn at RYZE. Executing targeted interventions and collaborating cross-functionally to improve the subscriber lifecycle.
Customer Retention Associate – Voice
Customer Retention Associate managing inbound inquiries and outbound calls for retention solutions. Focused on upselling products and enhancing customer loyalty within a remote environment.
Retention Manager
Client Retention Manager managing relationships with existing trading clients at a global fintech group. Build trust, deliver excellent service, and support long-term client growth.
Quality Retention Specialist
Quality Retention Specialist at Alignment Health supporting members' health care needs and disenrollment requests. Collaborating with various departments to enhance member experience in a customer-focused role.
Clinical Retention Specialist – Central
Clinical Retention Specialist for the Central region enhancing diabetes care through Omnipod products. Focusing on education, patient engagement, and customer retention in a clinical setting.