Strategic Retention Specialist

Jobber; Edmonton, Toronto, Kitchener, Vancouver; Hybrid; CAD 52,000 - 76,000; Full time

Job summary

Jobber is seeking a Customer Retention Specialist to join its Customer Success team in Canada. You will engage with at-risk customers, diagnose churn signals, and guide conversations toward solutions that reinforce the value of Jobber for their business.

This role emphasizes consultative, outbound and inbound retention calls, value sessions, and cross-functional collaboration with Product, Support, Billing, and Success teams to protect recurring revenue and improve the customer experience.

Qualifications

• Experience in customer retention or success is required.
• Ability to handle high-volume client conversations with empathy.
• Strong problem-solving and analytical skills.

Responsibilities

• Engage with at-risk customers through inbound/outbound retention calls.
• Conduct proactive value sessions to unlock the full value of Jobber.
• Ask diagnostic questions to identify churn drivers and barriers to success.
• Collaborate with Customer Success, Support, Product, and Billing to surface churn risks.
• Guide customers toward solutions that strengthen satisfaction and protect revenue.
• Maintain focus on long-term customer success and recurring revenue retention.

Skills

Retention strategies

Consultative questioning

Customer success

Cross-functional collaboration

Effective communication

Education

Bachelor's degree in Business or related field

Tools

CRM software

Analytics tools

Job description

Jobber is seeking a Customer Retention Specialist to join its Customer Success team in Canada. You will engage with at-risk customers, diagnose churn signals, and guide conversations toward solutions that reinforce the value of Jobber for their business.

This role emphasizes consultative, outbound and inbound retention calls, value sessions, and cross-functional collaboration with Product, Support, Billing, and Success teams to protect recurring revenue and improve the customer experience.