Customer Retention Specialist
Cookie Finance, Richmond, VA, United States
About the Role
But this role goes beyond firefighting. You are also the voice of the customer back into the business, spotting patterns, surfacing insights, and helping us improve every single day. This is a high-visibility, high-impact role that sits at the intersection of client relationships, cross-functional coordination, and continuous improvement.
Who This Role Is Perfect For This role is perfect for someone who thrives in complex, high-stakes situations and doesn’t shy away from difficult conversations. You know how to move through tension with empathy, professionalism, and control.
You’re highly organized, data-savvy, and energized by untangling messy situations and leaving things better than you found them. You thrive when you have ownership, when your work is visible, and when the stakes actually matter.
You care deeply about helping creators feel confident in the people they’ve trusted with their finances, and you understand that every interaction is an opportunity to build—or lose—that trust. If you want your work to have real impact across a fast-scaling company, this is your seat at the table.
What You'll Own
Be the calm in the storm—serve as the primary point of contact for high-priority creator concerns and escalations, bringing professionalism, empathy, and confidence to even the most sensitive conversations
Keep creators in the family—identify at-risk relationships, uncover root causes, and partner with internal teams to build and execute retention strategies that reinforce long-term trust
Coordinate across the whole team—connect accounting, tax, payroll, sales, and operations to ensure escalations are resolved thoroughly, fairly, and without anything falling through the cracks
Turn data into direction—audit client interactions across HubSpot, call recordings, and internal documentation to identify trends in sentiment, communication breakdowns, and operational gaps, then translate findings into clear, actionable insights
Own churn insights and reporting—build and maintain reporting frameworks that give leadership an objective view into what’s driving churn and what’s keeping creators engaged
Feed the feedback loop—surface patterns and performance gaps to internal teams to drive continuous improvement across the business
What We're Looking For
4+ years of experience in client success, account management, retention, or a related client-facing field
Proven experience handling escalations or high-touch relationships, ideally in a fast-paced, remote environment
Strong communication skills with the ability to navigate difficult conversations with clarity, empathy, and control
Highly organized and comfortable managing multiple complex situations at once without letting anything slip
Experience working cross-functionally and holding teams accountable in a constructive, collaborative way
Comfortable with data and reporting, with the ability to turn qualitative feedback into structured, actionable insights
Familiarity with CRM systems (HubSpot preferred) and call analysis tools like Fathom
Interest in the creator economy (a plus)
#J-18808-Ljbffr
Who This Role Is Perfect For This role is perfect for someone who thrives in complex, high-stakes situations and doesn’t shy away from difficult conversations. You know how to move through tension with empathy, professionalism, and control.
You’re highly organized, data-savvy, and energized by untangling messy situations and leaving things better than you found them. You thrive when you have ownership, when your work is visible, and when the stakes actually matter.
You care deeply about helping creators feel confident in the people they’ve trusted with their finances, and you understand that every interaction is an opportunity to build—or lose—that trust. If you want your work to have real impact across a fast-scaling company, this is your seat at the table.
What You'll Own
Be the calm in the storm—serve as the primary point of contact for high-priority creator concerns and escalations, bringing professionalism, empathy, and confidence to even the most sensitive conversations
Keep creators in the family—identify at-risk relationships, uncover root causes, and partner with internal teams to build and execute retention strategies that reinforce long-term trust
Coordinate across the whole team—connect accounting, tax, payroll, sales, and operations to ensure escalations are resolved thoroughly, fairly, and without anything falling through the cracks
Turn data into direction—audit client interactions across HubSpot, call recordings, and internal documentation to identify trends in sentiment, communication breakdowns, and operational gaps, then translate findings into clear, actionable insights
Own churn insights and reporting—build and maintain reporting frameworks that give leadership an objective view into what’s driving churn and what’s keeping creators engaged
Feed the feedback loop—surface patterns and performance gaps to internal teams to drive continuous improvement across the business
What We're Looking For
4+ years of experience in client success, account management, retention, or a related client-facing field
Proven experience handling escalations or high-touch relationships, ideally in a fast-paced, remote environment
Strong communication skills with the ability to navigate difficult conversations with clarity, empathy, and control
Highly organized and comfortable managing multiple complex situations at once without letting anything slip
Experience working cross-functionally and holding teams accountable in a constructive, collaborative way
Comfortable with data and reporting, with the ability to turn qualitative feedback into structured, actionable insights
Familiarity with CRM systems (HubSpot preferred) and call analysis tools like Fathom
Interest in the creator economy (a plus)
#J-18808-Ljbffr