Constant Contact

Retention Specialist

Loveland, Colorado, United States

$34,000 – $40,000Compensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Customer Service, SaaSIndustries

Position Overview

  • Location Type: Remote
  • Job Type: Full-time
  • Salary: $17 - $20 per hour plus commission
  • Start Date: July 7th

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. We are energized by new challenges and new possibilities.

As a Retention Specialist at Constant Contact, your role is to 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. There is an initial 90-day attendance policy. Performance-based increases are available within the first year.

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.

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.

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)

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!

Skills

Customer Retention
Communication
Salesforce
Problem-Solving
Negotiation
Empathy
Consultative Support

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

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.

Land your dream remote job 3x faster with AI