Retention Specialist

Loveland, Colorado, United States

Apply with AI Apply

$35,360 – $41,600Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Customer Success, Small Business SupportIndustries

Requirements

Candidates must have at least 2 years of experience in Customer Retention, Inside Sales, or Account Management, preferably within SaaS, tech, or subscription-based businesses. Strong verbal and written communication skills, demonstrated experience with save-rate driven metrics or quota-based goals, and the ability to navigate difficult conversations are essential. Analytical thinking, familiarity with Salesforce and customer lifecycle stages, and a growth mindset are also required.

Responsibilities

The Retention Specialist will act as a trusted advisor to customers considering cancellation or downgrade, engaging them through phone, email, and Salesforce cases. Responsibilities include applying problem-solving and retention techniques to overcome objections, identifying customer pain points to personalize messaging and propose marketing strategies, and leveraging product knowledge to recommend relevant features or services. The role also involves managing retention offers compliantly, collaborating with internal teams to resolve customer issues, and tracking cancellation reasons to identify trends and contribute to process improvements.

Skills

Customer Retention

Salesforce

Negotiation

Problem-Solving

Consultative Selling

Communication

Constant Contact

Digital marketing solutions for small businesses

About Constant Contact

Constant Contact offers digital marketing solutions for small businesses and nonprofits, focusing on email and social media marketing. Their user-friendly tools help clients create effective marketing campaigns to engage their target audiences and drive sales or donations. Operating on a subscription-based model, Constant Contact provides various pricing tiers to accommodate different business sizes, making their services accessible to all. The company aims to simplify marketing for organizations that may lack the resources or expertise to manage complex campaigns.

Waltham, MassachusettsHeadquarters

1995Year Founded

$420.8MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Consumer Software, Social ImpactIndustries

1,001-5,000Employees

Retention Specialist

Requirements

Responsibilities

Skills

Constant Contact

About Constant Contact

Benefits

Health Insurance

Paid Vacation

Hybrid Work Options

Professional Development Budget

Paid Sick Leave

Paid Holidays

Risks

Increased competition from AI-driven platforms like ActiveCampaign and Mailchimp.

Potential strategic shifts due to the sale of Siris Capital's ownership stake.

Data privacy challenges from integrations with platforms like Square.

Differentiation

Constant Contact offers AI-powered tools like Campaign Builder and BrandKit.

The company integrates with over 300 apps, including Square and HostGator.

Constant Contact provides a subscription-based model with various pricing tiers.

Upsides

Constant Contact is recognized as a market leader in email marketing.

The partnership with Square enhances marketing and transaction capabilities.

Expansion in APAC positions the company for growth in Asia-Pacific.

Customer Success Manager