Retention Specialist

Location: Remote, US

Salary: $17–$20 USD per hour, plus additional earning incentives and potential commission or bonus.

Company

A SaaS company providing marketing tools and support for small businesses, nonprofits, entrepreneurs, and individuals.

What you will do

• Respond to retention inquiries by phone, email, and Salesforce cases.
• Handle cancellation and downgrade requests using consultative selling, negotiation, and problem-solving techniques.
• Identify customer industries, pain points, usage trends, and campaign effectiveness to recommend relevant solutions.
• Apply retention offer policies and account optimization strategies while maintaining compliance.
• Collaborate with Billing, Tier 1, Customer Success, and Product Support to resolve churn drivers.
• Track cancellation reasons, identify trends, and contribute to pilots and process improvements.

Requirements

• At least 2 years of experience in customer retention, inside sales, or account management, preferably in SaaS, technology, or subscription businesses.
• Strong written and verbal communication skills, including the ability to manage sensitive customer conversations.
• Experience with save-rate metrics or quota-based goals.
• Strong analytical thinking and the ability to assess account history, campaign effectiveness, and billing patterns.
• Familiarity with Salesforce, Stripe, Five9, IEX, Verint, customer lifecycle stages, and CRM best practices is preferred.
• Ability to navigate multiple systems and adapt in a fast-paced, goal-oriented environment.

Culture & Benefits

• Remote work within the US as part of a hybrid workforce model.
• Health and welfare benefits, paid leave, and a competitive benefits package.
• Professional development, coaching, learning, and opportunities for career growth.
• Inclusive culture focused on diversity, customer support, and business success.
• Additional earning incentives and potential commission or bonus eligibility.