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 the United States. This role is focused on protecting customer relationships and recurring revenue by turning high-risk accounts into successful, long-term partnerships. You will work directly with high-value customers who are considering cancellation, uncovering the root causes behind their concerns and developing practical solutions. The position combines customer retention, account management, escalation handling, and cross-functional problem-solving. You will also help Customer Success Managers strengthen their ability to identify and address churn risks before they become critical. Your insights will contribute to the development of retention playbooks, processes, and broader customer experience improvements. Working in a fast-paced, low-bureaucracy environment, you will have significant ownership and visibility across the organization. This is an opportunity to make a measurable impact on customer satisfaction, account expansion, and sustainable revenue growth.

Accountabilities:

• Own retention efforts for high-risk and high-value customer accounts by analyzing account health, usage, support history, payment activity, and customer feedback.
• Proactively engage customers showing signs of dissatisfaction or potential cancellation and work to resolve concerns before the relationship is lost.
• Develop account-specific retention plans outlining the core issue, required actions, responsible parties, and follow-up timelines.
• Serve as the primary escalation point for complex, sensitive, or high-value cancellation situations.
• De-escalate challenging customer conversations using a consultative, empathetic, and solutions-focused approach.
• Partner with Operations, Product, Billing, Sales, and Customer Success teams to identify and resolve the root causes of customer issues.
• Accurately document retention conversations, action plans, outcomes, and customer feedback in the CRM.
• Coach Customer Success Managers on early-stage churn prevention, objection handling, customer discovery, and appropriate escalation.
• Identify recurring cancellation drivers and transform customer insights into retention playbooks, SOPs, workflows, and customer experience improvements.
• Identify account expansion opportunities after core customer concerns have been successfully addressed and the relationship is healthy.
• Use customer feedback and retention data to identify opportunities to improve processes and strengthen long-term customer loyalty.

Requirements:

• 35+ years of experience in Customer Success, Account Management, Retention, or another B2B customer-facing role.
• Demonstrated success retaining customers who are considering cancellation or leaving.
• Strong de-escalation, negotiation, consultative communication, and relationship-building skills.
• Confidence handling difficult conversations and addressing sensitive customer concerns directly and professionally.
• Experience coaching, mentoring, or training customer-facing team members.
• Strong analytical and problem-solving abilities, with a focus on identifying root causes rather than simply addressing symptoms.
• Comfortable working with CRM systems and using customer and account data to prioritize risks and develop action plans.
• Strong organizational skills, with the ability to manage multiple high-priority accounts, escalations, and follow-ups simultaneously.
• Experience creating or improving playbooks, SOPs, workflows, or customer-facing processes is a plus.
• Experience with subscription or SaaS businesses, lead generation, real estate investors, or small-business customers is a plus.
• Familiarity with customer retention, churn, and Net Revenue Retention (NRR) metrics is a plus.

Benefits:

• Base salary of $70,000$90,000.
• Performance-based on-target earnings of $120,000$150,000.
• Additional performance bonuses tied to customer retention, revenue protection, account expansion, and customer satisfaction.
• Comprehensive paid training and onboarding.
• Employer-paid medical, dental, and vision insurance.
• 401(k) with company match.
• Fully remote position within the United States.
• Long-term growth and career advancement opportunities.
• Opportunity to make a direct impact on customer satisfaction, recurring revenue, and company growth.
• Collaboration with a high-performing and supportive leadership team.
• Fast-paced environment with opportunities to take ownership and influence customer-focused processes.