Retention Specialist

Responsibilities

• 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

• Customer Success
• Sales
• Account Management
• Retention Pathways
• Negotiation
• KPI Achievement
• Consultative Questioning
• Churn Rate Management
• Renewal Conversion Rate
• SLA Achievement

• Empathy
• De‑escalation
• Multi‑tasking
• Tailored Communication
• Collaboration