Retention Specialist (SaaS)

TL;DR

Retention Specialist (SaaS): Managing customer churn and improving retention for home service professionals with an accent on identifying root causes of cancellation and providing tailored solutions. Focus on conducting proactive outreach, analyzing CRM data, and innovating retention workflows to increase customer lifetime value.

Location: Remote (Must be based in the United States)

Salary: $27.88–$33.65 per hour

Company

hirify.global provides software tools for home service professionals to streamline scheduling, dispatching, and payments.

What you will do

• Conduct proactive and inbound outreach to identify root causes of churn and offer tailored solutions.
• Maintain positive relationships with service professionals to ensure continued business partnerships.
• Collaborate with internal departments to share data and insights for product and service improvements.
• Meet KPIs on a commission basis, including contact volume, average talk time, and retention rates.
• Track and analyze data within the CRM to inform upstream solutions for reducing cancellations.
• Innovate current processes to enhance the overall retention experience and workflows.

Requirements

• 1+ years of experience in a similar customer-facing, sales, or retention role.
• Must be based in the United States.
• Experience with CRM systems and software.
• Proven mastery of conflict resolution and active listening skills.
• Strong understanding of customer management and retention strategies.
• High level of comfort executing professional conversations over the phone.

Nice to have

• Bachelor’s degree or equivalent work experience.
• Experience owning or operating a home services company.
• Experience using AI tools to increase quality and efficiency of work.

Culture & Benefits

• Comprehensive benefits program including medical, dental, vision, life, and disability insurance.
• 401(k) retirement plan.
• Flexible, take-it-as-you-need-it paid time off and paid holidays.
• Monthly tech reimbursements.
• Innovation-driven culture that values big ideas from all team members.