Responsibilities

As a Retention Specialist, you will respond promptly and professionally to customer retention inquiries via phone, email, and Salesforce cases, focusing on delivering positive customer outcomes. You will manage inbound calls from customers requesting cancellation or downgrade, applying problem-solving and retention techniques to overcome objections and highlight solution-based value. You will identify the customer’s industry, pain points, and usage trends to personalize your messaging and propose marketing strategies that align with their business goals. You will execute retention strategies leveraging a structured offer tree, active listening, and product knowledge, and collaborate with Billing, Tier 1, Customer Success, and Product Support teams to resolve any underlying customer issues driving churn. Additionally, you will track cancellation reasons, identify trends, and participate in pilots or process improvements that enhance customer satisfaction and business performance.