Retention Specialist -Hybrid

Job Description

Job Description

About Culligan Quench

Culligan Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year. We play a front-line role in the battle against single-use plastic water bottles by delivering on-demand filtered water solutions to more than 120,000 healthy and environmentally conscious customers across North America. Our bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers purify the existing water supply, providing an endless supply of clean water and water-based beverages for a fixed monthly fee, typically under a long term bundled service and rental subscription agreement.  Culligan Quench has grown from a small regional company to an international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan.  Headquartered in King of Prussia, PA, Quench has more than 1,600 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit

About Culligan

There’s nothing more fundamental to life on Earth than water.  At Culligan, we believe transforming water can transform the world. That's why we offer expert water services and industry-leading solutions globally. Local Culligan teams deliver better drinking water to people at work, at home and on the go. With expertise across service, science and sustainability, Culligan turns water you can live with into water you can love.  For more information visit  

Values: 5Cs

Culligan as One

Customers come first

Commitment to Innovation

Courage to do what's right

Consistently deliver exceptional results

• Handle incoming cancellation requests professionally and effectively, conducting empathetic discovery conversations to understand customer concerns, pain points, and retention opportunities
• Apply established retention pathways and approved retention solutions, leveraging consultative questioning techniques to identify which solutions address specific customer objections
• Collaborate cross-functionally with Service, Billing, and Operations teams to quickly resolve barriers to retention and prevent future churn
• Drive conversations to closure, finalizing modified agreements and coordinating next steps to ensure smooth implementation and customer handoff
• Maintain meticulous CRM documentation of all customer interactions, outcomes, negotiated terms, and reasoning to enable team learning and accountability
• Consistently meet or exceed monthly retention KPIs including churn rate, renewal conversion rate, NPS targets, and SLA achievement

• 2+ years of professional experience in sales, account management, customer retention, or customer success
• Demonstrated ability to handle objections, de-escalate difficult conversations, and convert cancellation intent into renewals or contract modifications
• Strong ability to drive conversations to closure, finalize agreements, and move customers toward implementation
• Commitment to following documented processes, standard operating procedures, and established retention pathways
• Excellent verbal and written communication skills with ability to tailor messages to different audiences
• Strong proficiency with CRM systems (Salesforce preferred) and ability to learn new platforms quickly
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook)
• Exceptional organizational skills, ability to multi-task, and thrive in a fast-paced, results-driven environment

• Experience in B2B SaaS, subscription, or recurring revenue business models
• Familiarity with water treatment, water technology, or environmental sustainability industries
• Experience with negotiation frameworks, pricing flexibility, or contract modification

• Medical, Dental, Vision which start day one
• 401(k) match of 50% up to 6%
• Life insurance 
• Disability
• Unlimited Paid Time Away
• Parental leave
• Additional voluntary benefits

• Hybrid work model
• Career progression opportunities
• Coaching and professional development

Equal Opportunity Employer

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