Retention Specialist

TL;DR

Retention Specialist: Engaging directly with customers expressing intent to cancel or downgrade to rediscover the value of the platform, focusing on preserving revenue and reducing churn. Focus on applying seasoned judgment, advanced negotiation techniques, and a deep understanding of the platform's value for small businesses and nonprofits.

Location: Remote (US) or Loveland, CO

Salary: $2,720–$3,200 USD per month

Company

hirify.global empowers business owners, entrepreneurs, non-profits, and individuals with tools and support to grow online.

What you will do

• Respond promptly and professionally to customer retention inquiries via phone, email, and Salesforce.
• Manage inbound calls from customers requesting cancellation or downgrade, applying problem-solving and retention techniques.
• Identify customer pain points and usage trends to personalize messaging and propose relevant marketing strategies.
• Leverage product knowledge and a structured offer tree to recommend features, services, or account optimizations.
• Use save offers judiciously based on call type, business rules, customer potential, and engagement data.
• Collaborate with Billing, Tier 1, Customer Success, and Product Support teams to resolve underlying churn drivers.
• Track cancellation reasons, identify trends, and participate in process improvements to enhance customer satisfaction.

Requirements

• 2+ years in a Customer Retention, Inside Sales, or Account Management role (preferably in a SaaS, tech, or subscription-based business).
• Strong verbal and written communication skills for sensitive customer conversations.
• Demonstrated experience with save-rate-driven metrics or quota-based goals.
• Ability to navigate difficult conversations and turn negative experiences into positive outcomes.
• Strong analytical thinking to assess account history, campaign effectiveness, and billing patterns.
• Ability to navigate multiple systems to resolve customer inquiries.

Culture & Benefits

• Proud of a culture of diversity and inclusion with educational opportunities for all employees.
• Dedicated to supporting businesses and improving product quality from a customer standpoint.
• Opportunities for career growth, learning different business aspects, and professional development.
• Generous paid time off policy and a competitive benefits package.
• Hybrid work model combining remote work with access to office locations for collaboration.