Retention Specialist
Manage inbound cancellations and drive retention for an AI SaaS platform serving home improvement contractors. Handle high-volume outreach, resolve issues, upsell, and hit retention/renewal KPIs.
What You'll Do
Customer Engagement
Proactively reach out to customers who have requested cancellations or expressed dissatisfaction. Listen to their concerns, identify pain points, and offer personalized solutions to retain their business.
Issue Resolution
Address and resolve customer issues in a timely and effective manner. Collaborate with internal teams to ensure that all customer concerns are fully resolved and documented.
Retention Strategies
Develop and implement tailored retention strategies for different customer segments, utilizing data and customer feedback to continuously improve these approaches.
Renewal Assistance
Assist customers with the renewal process, ensuring they fully understand the value of our services and the benefits of continuing their relationship with us.
Reporting & Analytics
Track and report on retention metrics, customer feedback, and the effectiveness of retention strategies. Provide insights and recommendations to the Retention Manager.
Product Knowledge
Stay up-to-date on all product features, updates, and industry trends to effectively communicate the value proposition to customers.
Collaboration
Work closely with the Sales, Product, and Customer Success teams to share insights and ensure a cohesive approach to customer retention.
Upsell & Cross-Sell
Identify upsell and cross-sell opportunities that align with customer needs, contributing to revenue growth.
What We're Looking For
- 2+ years of experience in customer service, sales, or a related field
- Strong foundation in customer-facing roles with excellent communication and active listening skills
- Proven track record of meeting or exceeding quotas/KPIs
- Experience with Salesforce or similar CRM systems
- Ability to handle high-volume, fast-paced phone interactions with resilience
- Problem-solving and conflict resolution skills
- Adaptability to a fast-changing environment with attention to detail and consistent follow-through
- Customer-centric mindset with a genuine desire to help businesses succeed
Preferred
- Experience in the Home Improvement/Construction vertical or adjacent fields
Compensation & Benefits
- Base: $45,000
- Variable/Commission: $32,000
- OTE: $77,000
- Generous PTO + paid company holidays
- Stock options
- Medical, dental, and vision
- 401(k)
- Free Employee Assistance Program
- Parental Leave Program
- Pet Insurance
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