Retention Specialist
The Retention Specialist plays a critical revenue-protection role in handling customer cancellation requests and preventing churn. This position requires strong consultative skills, empathy, and the ability to understand customer concerns, work collaboratively with internal teams to resolve barriers, and finalize modified agreements that strengthen retention. The ideal candidate combines professional communication with execution discipline, excelling at objection handling, de-escalation, and closing conversations to move retained customers toward implementation. Success requires collaboration across Service, Operations, and Billing teams to remove friction and demonstrate renewed value within established frameworks. Key Responsibilities Handle incoming cancellation requests professionally and effectively, conducting empathetic discovery conversations to understand customer concerns, pain points, and retention opportunities Apply established retention pathways and approved retention solutions, leveraging consultative questioning techniques to identify which solutions address specific customer objections Collaborate cross-functionally with Service, Billing, and Operations teams to quickly resolve barriers to retention and prevent future churn Drive conversations to closure, finalizing modified agreements and coordinating next steps to ensure smooth implementation and customer handoff Maintain meticulous CRM documentation of all customer interactions, outcomes, negotiated terms, and reasoning to enable team learning and accountability Consistently meet or exceed monthly retention KPIs including churn rate, renewal conversion rate, NPS targets, and SLA achievement Required Qualifications 2+ years of professional experience in sales, account management, customer retention, or customer success Demonstrated ability to handle objections, de-escalate difficult conversations, and convert cancellation intent into renewals or contract modifications Strong ability to drive conversations to closure, finalize agreements, and move customers toward implementation Commitment to following documented processes, standard operating procedures, and established retention pathways Excellent verbal and written communication skills with ability to tailor messages to different audiences Strong proficiency with CRM systems (Salesforce preferred) and ability to learn new platforms quickly Proficiency with Microsoft Office Suite (Excel, Word, Outlook) Exceptional organizational skills, ability to multi-task, and thrive in a fast-paced, results-driven environment Preferred Qualifications Experience in B2B SaaS, subscription, or recurring revenue business models Familiarity with water treatment, water technology, or environmental sustainability industries Experience with negotiation frameworks, pricing flexibility, or contract modification Benefits Medical, Dental, Vision which start day one 401(k) match of 50% up to 6% Life insurance Disability Unlimited Paid Time Away Parental leave Additional voluntary benefits Role Highlights Hybrid work model Career progression opportunities Coaching and professional development
The Retention Specialist plays a critical revenue-protection role in handling customer cancellation requests and preventing churn. This position requires strong consultative skills, empathy, and the ability to understand customer concerns, work collaboratively with internal teams to resolve barriers, and finalize modified agreements that strengthen retention. The ideal candidate combines professional communication with execution discipline, excelling at objection handling, de-escalation, and closing conversations to move retained customers toward implementation. Success requires collaboration across Service, Operations, and Billing teams to remove friction and demonstrate renewed value within established frameworks. Key Responsibilities Handle incoming cancellation requests professionally and effectively, conducting empathetic discovery conversations to understand customer concerns, pain points, and retention opportunities Apply established retention pathways and approved retention solutions, leveraging consultative questioning techniques to identify which solutions address specific customer objections Collaborate cross-functionally with Service, Billing, and Operations teams to quickly resolve barriers to retention and prevent future churn Drive conversations to closure, finalizing modified agreements and coordinating next steps to ensure smooth implementation and customer handoff Maintain meticulous CRM documentation of all customer interactions, outcomes, negotiated terms, and reasoning to enable team learning and accountability Consistently meet or exceed monthly retention KPIs including churn rate, renewal conversion rate, NPS targets, and SLA achievement Required Qualifications 2+ years of professional experience in sales, account management, customer retention, or customer success Demonstrated ability to handle objections, de-escalate difficult conversations, and convert cancellation intent into renewals or contract modifications Strong ability to drive conversations to closure, finalize agreements, and move customers toward implementation Commitment to following documented processes, standard operating procedures, and established retention pathways Excellent verbal and written communication skills with ability to tailor messages to different audiences Strong proficiency with CRM systems (Salesforce preferred) and ability to learn new platforms quickly Proficiency with Microsoft Office Suite (Excel, Word, Outlook) Exceptional organizational skills, ability to multi-task, and thrive in a fast-paced, results-driven environment Preferred Qualifications Experience in B2B SaaS, subscription, or recurring revenue business models Familiarity with water treatment, water technology, or environmental sustainability industries Experience with negotiation frameworks, pricing flexibility, or contract modification Benefits Medical, Dental, Vision which start day one 401(k) match of 50% up to 6% Life insurance Disability Unlimited Paid Time Away Parental leave Additional voluntary benefits Role Highlights Hybrid work model Career progression opportunities Coaching and professional development