Retention Specialist

1 month, 1 week ago
Full-time
Junior
Customer and Technical Support
Constant Contact

Constant Contact

Constant Contact provides small businesses and organizations with a comprehensive suite of online marketing tools, including email marketing, event management, and social media marketing, designed to enhance customer engagement and drive business growth.

Media
1K-5K
Founded 1995

Description

  • Respond to retention inquiries by phone, email, and Salesforce cases.
  • Manage cancellation and downgrade calls using objection handling and solution-focused retention techniques.
  • Assess customer industries, pain points, usage trends, and goals to provide tailored recommendations.
  • Recommend relevant features, services, offers, and account optimizations using retention guidelines.
  • Apply save offers in compliance with business rules and customer account data.
  • Collaborate with Billing, Tier 1, Customer Success, and Product Support teams to resolve churn drivers.
  • Track cancellation reasons, identify trends, and contribute to pilots and process improvements.
  • Work toward retention metrics including save rate, invoice retained, offer compliance, and 7-day stick rate.

Requirements

  • 2+ years of experience in customer retention, inside sales, or account management, preferably in SaaS, technology, or subscription businesses.
  • Strong verbal and written communication skills for handling sensitive customer conversations.
  • Experience working toward save-rate metrics, quotas, or other performance goals.
  • Ability to manage difficult conversations and turn negative experiences into positive outcomes.
  • Strong analytical skills, including the ability to assess account history, campaign effectiveness, and billing patterns.
  • Preferred familiarity with Salesforce, Stripe, Five9, IEX, Verint, customer lifecycle stages, and CRM best practices.
  • Ability to navigate multiple systems to resolve customer inquiries.
  • Growth mindset with the ability to learn quickly, adapt to a fast-paced environment, and pursue goals.

Benefits

  • Hourly pay of $17–$20 USD.
  • Additional earning incentives, with some roles eligible for commission or bonus pay.
  • Health and welfare benefits, including paid leave.
  • Generous paid time off and benefits supporting employee and family well-being.
  • Hybrid work model combining remote work with office collaboration and live training.
  • Career growth, coaching, stretch assignments, and professional development opportunities.
  • Diversity, inclusion, and employee education programs.

Interested in this position?

Apply directly on the company website

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