Senior CRM Retention Specialist (SaaS)

TL;DR

Senior CRM Retention Specialist (SaaS): Protecting and growing the value of the DP360 CRM customer base through proactive and reactive churn prevention strategies. Focus on monitoring customer health signals, leading structured recovery conversations, and collaborating with Sales and Marketing to drive revenue retention.

Location: Must be based in the United States or Canada with eligibility to work without sponsorship.

Company

hirify.global is a global group of digital marketplace businesses dedicated to building value and driving innovation across various industries.

What you will do

• Monitor customer health signals including usage patterns, feature adoption, and NPS to identify at-risk accounts.
• Maintain and refine customer risk scoring models and execute structured re-engagement outreach.
• Partner with Sales and Marketing to co-own renewal conversations and targeted re-engagement campaigns.
• Lead structured recovery conversations for customers signaling intent to cancel.
• Develop and maintain a library of reactive retention playbooks, objection-handling scripts, and win-back guidelines.
• Own churn reporting and provide churn intelligence to Product planning and business reviews.

Requirements

• Must be based in the United States or Canada with work authorization.
• 2–4+ years of experience in SaaS customer retention, customer success, or account management.
• Proven track record in managing proactive retention programs and reactive churn recovery.
• Strong communication skills for leading difficult negotiations with dealership owners and GMs.
• Analytical mindset with experience using CRM platforms and customer health scoring models.
• Ability to work cross-functionally with Product, Support, Sales, and Marketing teams.

Nice to have

• Experience in dealership verticals such as automotive, powersports, RV, marine, or heavy equipment.
• Direct experience with DP360, Salesforce, or HubSpot.
• Background in competitive intelligence gathering or formal win/loss analysis.
• Experience working alongside quota-carrying Sales teams on renewal motions.

Culture & Benefits

• Comprehensive benefits package including medical, dental, and vision insurance.
• 401K plan with company match.
• Generous paid time off policy with up to 31 days in the first year.
• Access to LinkedIn Learning for continuing education.
• Wellness program and an inclusive, supportive work environment.