Customer Care Specialist
Manage end-to-end customer retention, churn, and off-boarding cases in HubSpot. Conduct discovery, communicate contract terms, build success plans, ensure accurate documentation and forecasting while delivering empathetic customer experiences.
About the job
What You’ll Do
- Own customer retention and off-boarding cases from creation through closure in HubSpot
- Conduct structured discovery conversations to understand customer intent and risk
- Clearly communicate contract obligations and off-boarding details to customers
- Determine and execute the appropriate resolution paths
- Build and document success plans for retention cases with clear next steps and timelines
- Ensure off-boarding cases are closed accurately and on time, with complete billing and contract documentation
- Maintain high-quality CRM hygiene to support accurate churn reporting and forecasting
- Collaborate cross-functionally with Customer Success, Support, Finance, Operations, and Product as needed
- Escalate risks, blockers, or exceptions appropriately and in alignment with policy
What Success Looks Like
- Customers experience clear, empathetic, and professional communication during high-risk moments
- Move cases efficiently through defined stages without stagnation
- Forecasting, billing, and contract data are accurate and reliable for downstream teams
- Managers and partners can trust case documentation without rework
What You'll Bring
- 2+ years experience in Customer Support, Retention, Customer Success Operations, or a related function
- Strong written and verbal communication skills
- Experience working in a CRM or ticketing system (HubSpot preferred)
- Ability to interpret and explain contract or billing terms to customers
- High attention to detail and comfort managing multiple active cases
- Ability to remain calm, empathetic, and professional in sensitive customer situations
Compensation
Total target cash compensation (TTCC) range is $90,000–$120,000 USD (includes base and variable compensation). Other benefits include stock options, unlimited PTO, and up to 100% coverage on medical, vision, and dental insurance.
Skills
Customer Support, Customer Success, HubSpot, CRM, Contract Management, Billing, Churn Management, Retention
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