Customer Retention Specialist

About us

Kenect is on a mission to revolutionize customer communication and engagement for businesses across North America. Founded with a deep understanding of the challenges businesses face in connecting with their customers, Kenect helps companies streamline communication, enhance customer satisfaction, and drive growth through its innovative messaging and reputation platform. Trusted by thousands of businesses, our passionate team is committed to building technology that fosters closer connections and helps businesses thrive in a digital-first world.

We are seeking a highly motivated Customer Success Retention Specialist to join our team. This role is dedicated to reducing customer churn and preserving recurring revenue by actively engaging with customers at risk of cancellation. The ideal candidate is results-driven, thrives in high-volume customer interactions, and is passionate about problem-solving to deliver win-back and retention outcomes.

• Meet monthly MRR/ARR quota per month through proactive engagement and retention strategies.

• Managed a pipeline of 100+ customer account cancellation requests, identifying root causes, addressing customer concerns, and implementing retention strategies to reduce churn.

• Make a minimum of 15 outbound dials per day to connect with customers considering cancellation.

• Conduct empathetic, solution-oriented conversations to uncover business needs and propose tailored solutions.

• Maintain professional, consultative, and persuasive communication across phone, email, and other channels.

• Diagnose drivers of churn such as product gaps, pricing, or service dissatisfaction.

• Collaborate with cross-functional teams (Accounting, Product, Support, Sales, CS) to escalation feedback and deliver customer solutions.

• Track and report on, churn reasons, and revenue impact leadership.

• Maintain accurate records of customer interactions and outcomes in CRM systems.

• Follow structured save-playbooks while contributing to process improvement and new retention tactics.

• 2+ years in Customer Success, Retention, Account Management, or similar customer-facing role.

• Proven track record of meeting or exceeding revenue retention or quota goals.

• Strong phone presence with excellent negotiation, persuasion, and objection-handling skills.

• Comfortable managing high-volume customer queues while delivering quality conversations.

• Ability to analyze data and articulate actionable insights to improve customer outcomes.

• Proficiency with CRM and customer success platforms (Salesforce)

• See it, Solve it, Get it Done

• Build, Adapt, Win

• Unwavering Customer Obsession

• Health, Dental, Vision, Life & Disability Insurance

• Your birthday is a paid day off

• Onsite gym

• Breakroom full of snacks and drinks

• Convenient location next to freeway entrance/exit

We believe in hiring self-motivated team members who can run alongside us without needing to be managed along the way. Yes, we have managers and 1:1s. Yes, we believe in giving open two-way feedback. We also believe in having team members who can run without the daily guidance that some companies prefer.

Kenect is an equal opportunity employer. We are an organization comprised of people of all kinds of backgrounds, and we believe this mix is precisely what makes us strong. All employment decisions at Kenect are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, or any other status protected under federal, state, or local law.