Inside Sales & Customer Retention Specialist

Pay Range:

Compensation $60,000 USD Base Salary + Commission The commission plan will reward successful sales performance, including new Caseload Manager sales and eligible expansion opportunities within the existing customer base.

We’re seeking an Inside Sales & Customer Retention Specialist to help strengthen relationships with existing Caseload Manager customers while growing our customer base.

About ODR.comA wholly owned subsidiary of the American Arbitration Association,  provides fast, fair online resolution for disputes ranging from $5 online purchases to $10,000 medical bill issues. We leverage cutting-edge technology and AI to create enduring resolutions, bypassing costly legal processes. Our employees also participate in a comprehensive benefits program that includes medical, dental, orthodontia, vision coverage, student loan repayment, 401(k) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits.

About Caseload Manager Caseload Manager is a configurable case management platform built for dispute resolution professionals and organizations. Our software supports real-world workflows across mediation programs, ombuds offices, HR departments, law firms, and other organizations.

This is a dual-purpose role, split approximately 50% customer retention and account support and 50% inside sales and business development . You’ll engage existing customers, support renewals and expansion opportunities, and help generate new business through prospecting, lead follow-up, discovery, product demonstrations, and consistent sales follow-through.

This is an excellent opportunity for someone early in their sales, customer success, or account management career who wants to develop expertise in both customer retention and technology sales . You’ll receive structured processes, tools, product training, and ongoing coaching while working closely with experienced sales, customer retention, product, and marketing leaders.

What You’ll Do Customer Retention & Account Support — 50%
Build and maintain strong relationships with existing Caseload Manager customers through regular, proactive outreach.

Conduct customer check-ins to understand satisfaction, product usage, training needs, emerging requirements, and potential concerns.

Support customer communications, training follow-ups, renewal reminders, and retention campaigns.

Track renewals and identify potential retention risks, escalating concerns when appropriate.

Identify opportunities to expand customer relationships through additional products, services, users, departments, training, and use cases.

Coordinate routine product demonstrations, training, and customer education.

Answer basic product questions and help route more complex technical or customer issues.

Maintain accurate CRM records covering customer activity, renewals, opportunities, risks, and next steps.

Inside Sales & Business Development — 50%
Follow up on inbound leads and prospects generated through marketing, industry relationships, conferences, and other sources.

Conduct proactive phone, email, and outbound prospecting to targeted organizations.

Lead discovery conversations to understand current processes, needs, and pain points and determine where Caseload Manager can add value.

Qualify opportunities based on fit, need, timing, budget, and potential value.

Conduct practical product demonstrations tailored to each prospect’s organization, workflow, and use cases.

Progress qualified opportunities through the sales pipeline and partner with senior sales leadership on larger opportunities, proposals, pricing, negotiations, and closing.

Identify new opportunities within the existing customer base.

Maintain an accurate, organized sales pipeline and…