Retention Specialist

Retention Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Retention Specialist based in United States.

This is a strategic, relationship-driven role focused on protecting and growing a portfolio of high-value healthcare accounts. You will own retention and renewal outcomes while helping sophisticated clients maximize the value of compliance solutions. The role combines executive relationship management, consultative account strategy, and disciplined portfolio management. You will engage directly with senior leaders, including CFOs, General Counsels, and CEOs, translating compliance outcomes into business value. You will also collaborate closely with Customer Success, Product, Implementation, Solutions Engineering, Sales, and Finance teams. Success requires balancing strategic thinking with strong operational rigor in a complex, recurring-revenue environment.

Accountabilities

• Own retention and renewal outcomes across a portfolio of strategic, higher-value accounts, including customers using advanced compliance solutions.
• Build trusted relationships with executive stakeholders and communicate the business value of compliance programs through the lens of risk reduction, defensibility, operational efficiency, and return on investment.
• Lead strategic account reviews, renewal discussions, and customer conversations that connect solution adoption and program outcomes to measurable business impact.
• Monitor account health across a substantial book of business, identifying disengagement, adoption challenges, and renewal risks early and developing proactive mitigation strategies.
• Coordinate with Implementation, Solutions Engineering, Product, and other technical teams to address complex deployments and integrations, including HRIS, EHR, and claims-system connections.
• Identify expansion and cross-sell opportunities within existing accounts and collaborate with the appropriate sales stakeholders to develop those opportunities.
• Partner with Finance to resolve billing, payment, and account escalations efficiently and professionally.
• Collaborate with Customer Success, Support, and Product teams to advocate for customer needs and improve retention processes, customer experience, and long-term account value.
• Maintain strong organization and operational discipline across the portfolio, ensuring follow-ups, renewal milestones, risks, and customer commitments are consistently managed.

Requirements

• 5+ years of experience in Strategic Account Management, Customer Success, Renewals, Client Retention, or a related customer-facing function, preferably managing complex or high-value accounts.
• Demonstrated ability to engage, influence, and build credibility with C-suite and senior executive stakeholders, including CFOs, General Counsels, CEOs, or equivalent leaders.
• Experience working in healthcare, compliance, SaaS, recurring-revenue businesses, or another regulated or technically complex environment is strongly preferred.
• Strong analytical and organizational capabilities, with the ability to manage a substantial portfolio while maintaining attention to detail and proactive follow-through.
• Consultative communication skills, with the ability to move comfortably between executive-level strategy discussions and the operational details of technical implementations.
• Familiarity with CRM and portfolio-management platforms; experience with HubSpot is a plus.
• Bachelor's degree or equivalent professional experience.
• Strong ability to collaborate across Customer Success, Sales, Product, Implementation, Solutions Engineering, Finance, and other cross-functional teams.
• A methodical, precise, and process-oriented approach, with a preference for building repeatable systems and maintaining consistent execution.
• Confidence handling difficult conversations, managing customer risk, and presenting credible recommendations to senior decision-makers.
• Ability to balance high-trust relationship building with the discipline required to manage meaningful portfolio volume.

Benefits

• Competitive base salary plus a performance-based bonus tied to customer retention and satisfaction.
• Comprehensive medical, dental, and vision benefits.
• 401(k) plan with company matching.
• Generous paid time off.
• Extensive onboarding and ongoing professional development covering the platform, compliance landscape, and customer success practices.
• Remote work opportunity within the United States, with qualified candidates considered for the role.
• Collaborative and transparent working environment focused on customer impact and employee development.
• Opportunity to work on solutions addressing critical healthcare compliance and risk-management challenges.
• Exposure to senior healthcare and business leaders through strategic account management and executive-level engagements.