Retention Specialist

Summary

Join Constant Contact as a Retention Specialist and become a trusted advisor for customers at a critical decision point. You will engage directly with customers considering cancellation or downgrades, employing consultative and empathetic approaches to help them see the value of the platform. This role is crucial for preserving revenue, reducing churn, and ensuring customer satisfaction. The position requires seasoned judgment, advanced negotiation skills, and a deep understanding of how the platform supports small businesses and nonprofits. This is a remote role offering an hourly rate of $17-$20 plus commission, with potential for performance-based increases. The role starts July 7th and includes a 90-day attendance policy.

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 with a proven ability to handle sensitive customer conversations confidently
• 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 with the ability to assess account history, campaign effectiveness, and billing patterns

Responsibilities

• Respond promptly and professionally to customer retention inquiries via phone, email, and Salesforce cases, focusing on delivering positive customer outcomes
• Handle inbound calls from customers requesting cancellation or downgrade. Apply problem-solving and retention techniques to overcome objections and highlight solution-based value
• Identify the customer's industry, pain points, and usage trends to personalize your messaging and propose marketing strategies that align with their business goals
• Leverage a structured offer tree, active listening, and product knowledge to recommend relevant features, services, or account optimizations
• Use save offers judiciously based on call type, business rules, customer potential, and historical engagement data
• Work collaboratively with Billing, Tier 1, Customer Success, and Product Support teams to resolve any underlying customer issues driving churn
• Track cancellation reasons, identify trends, and participate in pilots or process improvements that enhance customer satisfaction and business performance

Preferred Qualifications

• Familiarity with Salesforce, customer lifecycle stages, and CRM best practices
• A growth mindset—someone who learns quickly, adapts in a fast-paced environment, and thrives on hitting goals

Benefits

• Health and welfare benefits including paid leave
• Additional on target commission pay or bonus
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
• Work flexibility