Retention Specialist

Summary

Constant Contact provides tools that help businesses, entrepreneurs, nonprofits, and individuals grow online. The Retention Specialist advises customers who intend to cancel or downgrade, using consultative support, negotiation, and product knowledge to reduce churn and preserve revenue. The role also involves collaborating across teams, tracking cancellation trends, and contributing to retention initiatives and process improvements.

Responsibilities

• Respond promptly and professionally to customer retention inquiries via phone, email, and Salesforce cases, focusing on delivering positive customer outcomes
• Manage 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

Skills

• 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
• The ability to navigate multiple systems to resolve customer inquiries
• Familiarity with Salesforce, Stripe, Five9, IEX, Verint and customer lifecycle stages, and CRM best practices preferred

Qualifications

Must Haves

• 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
• The ability to navigate multiple systems to resolve customer inquiries

Nice to Haves

• Familiarity with Salesforce, Stripe, Five9, IEX, Verint and customer lifecycle stages, and CRM best practices preferred

Benefits

• Additional earning incentives
• Some roles may be eligible for additional on target commission pay or bonus
• Health and welfare benefits including paid leave
• Programs that bring us together on important issues and provide educational opportunities for all employees
• Opportunities to grow your career
• Support to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities
• A generous paid time off policy
• A competitive benefits package that supports the health and well-being of you and your family
• Hybrid work model combining the convenience of remote work with access to office locations
• Participate in live trainings