Senior CRM Retention Specialist

Job Description

Job Description

Are you ready to be a big part of something big?

At Trader Interactive, we make buying and selling a great experience. We’re a group of go-getters who decided they didn’t want to settle for the status quo. We come together as one team to build value and drive innovation across our industries - but we have fun while we do it and make sure our people are always our #1 priority.

When it comes to your career, we want to provide big opportunities to help you make a big impact. But for this to be possible, we strive to feel small. Small enough to quickly change tack, small enough to learn from different teams and small enough to connect authentically with leadership.

• An inclusive and supportive work environment where you can move your career forward and will have the chance to do work that has real, significant impact on the world.

• The opportunity to be a part of a global group of digital marketplace businesses (CAR Group) located across Australia, Brazil, Chile and South Korea - collectively we have around 2,500 team members worldwide, and our CAR Group Tour means you might just find yourself working in one of those businesses sometime soon.

• Plenty of flexible leave options and employee benefits including up to 31 days of paid time off in your first year, continuing education with access to LinkedIn Learning, a full benefits package including medical, dental & vision, 401K with company match, and wellness program.

As Senior CRM Retention Specialist , you’ll be the revenue guardian for DP360 — protecting and growing the value of our CRM customer base through both proactive and reactive churn prevention. This means:

• Monitoring customer health signals across the DP360 dealer base — usage patterns, feature adoption, NPS, support ticket volume, and renewal timelines — to flag at-risk accounts before churn intent is expressed.

• Maintaining and refining a customer risk scoring model, and executing structured outreach cadences that re-engage dealers and reaffirm CRM ROI.

• Partnering with Sales to co-own renewal conversations, and with Marketing on targeted re-engagement campaigns for disengaged segments.

• Owning the save process for customers who’ve submitted cancellations or signaled strong intent to leave, leading structured recovery conversations to retain the account or negotiate resolution.

• Building and maintaining a library of reactive retention playbooks — objection-handling scripts, concession frameworks, and win-back offer guidelines.

• Conducting structured exit interviews with churned customers and feeding root cause data back into retention strategy.

• Owning churn reporting for DP360 — producing regular analysis of churn volume, revenue impact, cohort trends, and risk concentration by segment.

• Building and maintaining a structured view of the CRM competitive landscape, monitoring competitor pricing, features, and switching incentives.

• Acting as the primary CRM retention voice across DP360, feeding structured churn intelligence into Product planning and quarterly business reviews.

• 2–4+ years of experience in a SaaS customer retention, customer success, or account management role with direct exposure to churn prevention — CRM or dealer technology experience preferred.

• Demonstrated experience managing both proactive retention programmes and reactive churn recovery, with measurable results against GRR or equivalent revenue retention metrics.

• Strong customer-facing communication skills — able to lead difficult conversations with dealership owners and GMs, de-escalate frustrated customers, and negotiate outcomes that protect revenue relationships.

• Analytical mindset with hands-on experience working with CRM platforms, churn dashboards, and customer health scoring models.

• Experience working cross-functionally with Product, Support, Sales, and Marketing teams to drive coordinated retention outcomes.

• Genuine interest in learning dealership operations and CRM workflows in depth — this is a specialised role requiring product expertise, not a generalist retention position.

• Proven ability to structure and document playbooks, root cause frameworks, and retention reporting.

• Must be based in the United States or Canada with eligibility to work without sponsorship.

• Experience in dealership verticals — automotive, powersports, RV, marine, heavy equipment, or commercial truck — and an understanding of how dealers use CRM tools day-to-day.

• Direct experience with DP360 CRM, or strong familiarity with a comparable dealer-facing CRM platform (Salesforce, HubSpot, VinSolutions, or equivalent).

• Background in competitive intelligence gathering or formal win/loss analysis programmes.

• Experience working alongside a quota-carrying Sales team on renewal and save motions.

• Exposure to customer health scoring model design and refinement.

• Proficiency with DP360, Salesforce, HubSpot, or comparable CRM / CS platforms.

So come and join our team - because every role is a big role in our plans to go big.

TI proudly supports a diverse workforce, and we encourage candidates from underrepresented groups to apply. Trader Interactive is an equal opportunity employer where hiring is based entirely on business needs, job requirements, and individual merit.