Client Experience Specialist

Responsibilities

• Retain clients who have requested to cancel by handling difficult conversations and finding solutions
• Build rapport and trust quickly, raise objections, and identify retention solutions
• Manage multiple projects and challenges on different timelines with detailed notes, software skills, metrics, and reporting
• Assess situations, gather relevant information, and swiftly find solutions
• Conduct proactive outreach through high-level verbal and written communication
• Ensure data quality and thoroughness of captured churn reasons for data-driven decisions
• Develop long-term strategies that drive retention and expansion work
• Work cross-functionally with every team throughout the organization
• Prioritize daily schedule and adapt to changing environments

Requirements

• 2-3 years in a client retention role, preferably at a SaaS company
• Experience driving towards KPIs around retaining and growing client accounts
• Consistent track record of winning and saving clients
• 1+ years working with software, ideally web-design, development, or marketing
• Strong active listening, verbal, and written communication skills
• Customer empathy and ability to remain calm in stressful situations
• Highly organized with ability to manage multiple priorities
• Adaptable and flexible in a changing environment
• Start-up hustle and teamwork mindset

Nice-to-Haves

• Familiarity with the residential real estate industry
• Hands-on experience working with real estate agents and/or real estate technology

Compensation & Benefits

• Bonus based on Account Save Rate, Saved ARR Rate, and Rate of Contraction ARR
• Team-based commission based on Churn ARR below Threshold