Customer Retention Specialist
Virtual Vocations Inc
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
Vacancy posted 4 days ago
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