Retention Specialist

Retention Specialist

Employment Type: [Not Specified] Location Type: Remote Salary: $17 - $20 per hour plus commission

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Position Overview

At Constant Contact, we are a team of seriously awesome people who take ownership and make an impact by operating with the mindset, integrity, and courage of a small business owner. Our work is profoundly rewarding as we empower people everywhere to pursue their dreams by helping business owners, entrepreneurs, non-profits, and individuals succeed online. We are energized by new challenges and new possibilities, and we’re just getting started!

As a Retention Specialist, you will become a trusted advisor and advocate for our customers at a critical decision point. You will engage directly with customers expressing an intent to cancel or downgrade. Through your consultative, empathetic, and solutions-driven approach, you’ll help them rediscover the value of our platform. This position is pivotal in preserving revenue, reducing churn, and ensuring our customers feel heard, supported, and successful.

Note: This is not an entry-level position. You must demonstrate seasoned judgment, advanced negotiation techniques, and a deep understanding of how our platform supports small businesses and nonprofits.

This is a remote role that starts on September 8th. Performance-based increases are available within the first year. There is an initial 90-day attendance policy.

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Responsibilities

• Customer Retention Excellence: Respond promptly and professionally to customer retention inquiries via phone, email, and Salesforce cases, focusing on delivering positive customer outcomes.
• Handle Save Opportunities: Manage inbound calls from customers requesting cancellation or downgrade. Apply problem-solving and retention techniques to overcome objections and highlight solution-based value.
• Tailored Consultative Support: Identify the customer's industry, pain points, and usage trends to personalize your messaging and propose marketing strategies that align with their business goals.
• Execute Retention Strategies: Leverage a structured offer tree, active listening, and product knowledge to recommend relevant features, services, or account optimizations.
• Offer Management & Compliance: Use save offers judiciously based on call type, business rules, customer potential, and historical engagement data.
• Cross-Functional Collaboration: Work collaboratively with Billing, Tier 1, Customer Success, and Product Support teams to resolve any underlying customer issues driving churn.
• Insights & Special Projects: Track cancellation reasons, identify trends, and participate in pilots or process improvements that enhance customer satisfaction and business performance.

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Requirements

• 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.
• Familiarity with Salesforce, customer lifecycle stages, and CRM best practices is preferred.
• A growth mindset—someone who learns quickly, adapts in a fast-paced environment, and thrives on hitting goals.

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Performance Metrics (Industry Best Practices)

• Save Rate Target: 40%+ on qualified cancellation calls
• Talk Time Goal: 8–12 minutes average to allow for consultative interactions
• Customer Satisfaction (CSAT): ≥90%
• Retention Offer Usage: Within compliance of offer policy and guidelines
• 7-Day Stick Rate: Key retention validation metric (customer remains post-interaction)

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Why This Role Matters

This role is crucial for the success of Constant Contact by directly impacting customer loyalty and revenue. By effectively retaining customers, you contribute to the overall growth and stability of the company.

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Company Information

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!