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Salary: USD 17 - 20 / hourly
Constant Contact is seeking a Retention Specialist to serve as a trusted advisor for customers at critical decision points—specifically those expressing intent to cancel or downgrade. This is not an entry-level role; it requires seasoned judgment, advanced negotiation techniques, and deep understanding of how the platform supports small businesses and nonprofits.
You will engage directly with customers via phone, email, and Salesforce, applying consultative and solutions-driven approaches to help them rediscover platform value. Your responsibilities include:
• Respond promptly to retention inquiries and manage inbound cancellation/downgrade calls, applying problem-solving and retention techniques to overcome objections.
• Identify customer industry, pain points, and usage trends to personalize messaging and propose marketing strategies aligned with their business goals.
• Leverage structured offer trees, 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.
• Collaborate cross-functionally with Billing, Tier 1, Customer Success, and Product Support teams to resolve underlying issues driving churn.
• Track cancellation reasons, identify trends, and participate in pilots or process improvements to enhance customer satisfaction and business performance.
Performance metrics include: Save Rate Target of 40%+ on qualified cancellation calls, Talk Time Goal of 8–12 minutes, Invoice Retained (revenue impact of saves), Retention Offer Usage compliance, and 7-Day Stick Rate validation.
This role is pivotal in preserving revenue, reducing churn, and ensuring customers feel heard, supported, and successful. You'll be equipped with tools, training, and real-time data insights to deliver measurable impact.
REQUIREMENTS:
• 2+ years in Customer Retention, Inside Sales, or Account Management role (preferably in SaaS, tech, or subscription-based business)
• Strong verbal and written communication skills with 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 to assess account history, campaign effectiveness, and billing patterns
• Familiarity with Salesforce, Stripe, Five9, IEX, Verint, and customer lifecycle stages/CRM best practices (preferred)
• Growth mindset—learns quickly, adapts in fast-paced environment, thrives on hitting goals
• Ability to navigate multiple systems to resolve customer inquiries
