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 downgrade, employing consultative, empathetic, and solution-driven approaches to help them rediscover the platform's value. This pivotal role preserves revenue, reduces churn, and ensures customer satisfaction. The position requires seasoned judgment, advanced negotiation skills, and a deep understanding of how the platform supports small businesses and nonprofits. This remote role offers an hourly rate of $17-$20 plus commission, with potential for performance-based increases. Constant Contact prioritizes work flexibility and offers a hybrid work model.

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
• A growth mindset—someone who learns quickly, adapts in a fast-paced environment, and thrives on hitting goals
• Save Rate Target : 40%+ on qualified cancellation calls
• Talk Time Goal : 8–12 minutes average to allow for consultative interactions
• Customer Satisfaction (CSAT) : ≥90%
• Retention Offer Usage : Within compliance of offer policy and guidelines
• 7-Day Stick Rate : Key retention validation metric (customer remains post-interaction)

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

Benefits

• Health and welfare benefits including paid leave
• Additional on target commission pay or bonus
• Professional development opportunities
• 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
• Hybrid work model