Retention Specialist

A company is looking for a Retention Specialist to engage with customers expressing intent to cancel or downgrade and help them rediscover the value of the platform.

Key Responsibilities

Respond promptly to customer retention inquiries via phone, email, and Salesforce cases

Manage inbound calls from customers requesting cancellation or downgrade, applying retention techniques

Identify customer needs and propose tailored marketing strategies aligned with their business goals

Required Qualifications

2+ years in a Customer Retention, Inside Sales, or Account Management role, preferably in SaaS or subscription-based business

Experience with save-rate driven metrics or quota-based goals

Ability to navigate difficult conversations and turn negative experiences into positive outcomes

Strong analytical thinking to assess account history and campaign effectiveness

Familiarity with Salesforce and customer lifecycle stages preferred